Tag Archives: Feedback

Don’t waste money on analytics

  This post was originally published on http://www.cx-journey.com/.   Analysis is an instrument of learning, defined as “a process of acquiring modifications in existing knowledge, skills, habits, or tendencies.” There are substantial volumes of academic research produced over the years … Continue reading

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Finding the Fine Line: Customer engagement into a product development

Most startups, and many well established companies, utilize “agile” methods to develop new products. These methods involve customers trying early versions of a product in order to validate conceptual viability and provide feedback to be used for further iterations. There … Continue reading

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B2B Customer Experience Management – a story from the trenches

You may have noticed that most publically available research into Customer Experience is   focused on consumer products and companies. There are a few good reasons why this happens:   We all are consumers, and it is easier to write and … Continue reading

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Ode to Customer Feedback from Social Media

There are 5 reasons why Voice of Social Customer is more valuable than traditional Customer Feedback programs:   1.     Social Media Voice of Customer is unsolicited – the customers share their experiences online motivated primarily by one of the following … Continue reading

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How Online Customer Reviews can help “Brick & Mortar” Retailers

While marketers and researchers slice and dice social media noise, or chasing a diminishing number of customers who still are willing to respond to survey requests, customer review data is not being explored to its potential both online and off. … Continue reading

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