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
voice-of-customer
14 posts. All topics.
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Customer experience management software has its own CX problem
Customer experience management software keeps getting bought and merged. What consolidation does to buyers and respondents, and how to protect your program.
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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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Customer data quality: don't let inaccurate data stop you from acting
Customer data quality is never perfect. How to judge whether data is good enough for the decision at hand, triage the flaws, and act without fooling yourself.
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Customers are grown, not captured
Customer experience is grown, not captured. Why this blog is called what it is, what cultivation means on a Monday morning, and what you will find here.
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Listening to your best customers: do you hear what I hear?
Listening to your best customers takes a separate path from the survey program. How to find them, what to ask in twenty minutes, and how to close the loop.
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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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Are your products right for relationship marketing? A three-part test
Relationship marketing pays off for some products and annoys the customers of others. A three-part test (frequency, involvement, switching cost) sorts yours.
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Content that converts: answer the questions customers already ask
Content that converts answers the questions buyers already ask, in their words, before the sales call. Where those questions hide and how to publish answers.
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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.
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Does sales care about your customer program? Sales and CX alignment
Sales and customer experience alignment fails when nothing in the program helps close an account this quarter. Five things to hand sales monthly, two to avoid.
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Lessons from the Starbucks turnaround for customer experience
The Starbucks turnaround, and its 2024 echo, shows what happens when growth outruns the experience: lessons on the core, visible listening, and the frontline.
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When is your customer not your own? Listening to indirect customers
Indirect customers buy through marketplaces, resellers and franchisees that hold the checkout and the complaint. Four ways to listen, and a partner checklist.
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You're fired: silent churn and the customers who never say so
Silent churn is the customer who leaves without saying so. Four signals that precede it, a monthly who-went-quiet review, and outreach that is not surveillance.
