Tag Archives: Voice of Customer

The “Agile” Approach to Consumer Product Marketing

It is not “cool” that sells your products today, it’s the experience your company delivers to the people who buy them. Continue reading

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In Defense of Anecdotal Evidence

During the last two decades traditional retail business has experienced a disruption similar to an earthquake delivered by the proliferation of ecommerce. That earthquake caused tsunami-like floods of online customer reviews describing personal experiences with specific products. Those retailers, who … Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics, Market Intelligence, Social Media Research | Tagged , , , , | 2 Comments

3 Steps for Improving the Value of Voice of Customers

Every company collects customer feedback in one form or another. It is the ability to HEAR what their customers SAY that separates successful companies from “also run”s. Below are 3 steps that can help your company to improve its hearing: … Continue reading

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Message to CX profession – Transparency begets trust

I get requests to complete surveys quite often. They come from my bank, after in branch transactions, websites I visited, customer service of my credit cards and cable providers. They all want to know how I would score whatever is … Continue reading

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Can’t Buy Me Love or Superior Customer Experience

Superior Customer Experience cannot be delivered without the well orchestrated cooperation of all departments of a company. Yet, this cooperation is very difficult to achieve. The primary reason for the existence of organizational silos is operational efficiency that allows companies … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Customer Support | Tagged , , , , , | 6 Comments