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
research
5 posts. All topics.
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Declining survey response rates: why surveys still matter
Declining survey response rates are real and decades old. Why fewer customers answer, why surveys still matter, and smarter, shorter ways to ask them.
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Control groups in marketing: how to measure what works
A control group in marketing is the set of customers you leave out on purpose, to see what a campaign really caused. Holdout vs control groups, sizing, setup.
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Qualitative vs quantitative feedback: a soft focus on hard data
Qualitative vs quantitative feedback, defined and compared: scores show where customer experience moved, comments show why. How to read and use both together.
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Customer decision process: the new way buyers evaluate purchases
The customer decision process now runs before the first call, on reviews, peers and communities. How to map it, feed it, and start the sale in the middle.
