Voice of the customer: what it is, and what it is not
Voice of the customer is how a company hears, understands and acts on what customers say and do. Its sources, the feedback loop, who owns it, how to start.
Tag
frontline
6 posts. All topics.
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Are you standardizing your customer experience out of business?
Standardization in customer experience scales quality and hides the customer in front of you. A core-and-edge rule for deciding which steps stay identical.
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Collecting customer email addresses: why can't we, and what works
Collecting customer email addresses fails for human reasons, not technical ones. What the frontline needs, what the customer gets, and how to measure capture.
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Drive profit with customer experience: no-excuses rules 3 to 5
Customer experience and profit meet in three places: the right message, the moment of return, and the frontline. Rules 3, 4 and 5 of no-excuses CX explained.
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Health insurance customer experience: joining the consumer ranks
Health insurance customer experience now decides whether members stay, as people choose plans and ratings publish how membership feels. What to fix first.
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Should you fire your customers? A four-question decision path
Firing customers covers two cases with different answers, the unprofitable and the abusive, plus a loud one you must never fire. A four-question path decides.
