Customers are grown, not captured. Practical writing on customer experience and the voice of the customer.

Listening well, acting on what you hear, and measuring what matters.
Written by Vaclaw Karlfeld. New here? Start with why customers are grown.

Latest articles

Customer Experience · 13 min read
Customer experience management software has its own CX problem
Surveys & Research · 13 min read
Declining survey response rates: why surveys still matter
Customer Analytics · 13 min read
Customer data quality: don't let inaccurate data stop you from acting
Customer Analytics · 12 min read
Customer retention rate: are you measuring it correctly?
Customer Analytics · 13 min read
Is customer lifetime value a waste of time? Only when misused
Voice of the Customer · 12 min read
Listening to your best customers: do you hear what I hear?
Customer Analytics · 12 min read
Measuring customer experience with control groups: how to hold out
Surveys & Research · 12 min read
Qualitative and quantitative feedback: a soft focus on hard data
Customer Experience · 12 min read
Are you standardizing your customer experience out of business?