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Tag Archives | VOC programs

Asking the Right Customer Experience Questions

Earlier this month, I spoke at the CustomerThink Customer Experience Summit 2011, a free virtual summit featuring Customer Experience researchers and practitioners sharing leading-edge practices to engage with today's empowered customers. The speakers showed how you can create a compelling customer experience that gives your organization a competitive advantage. For my talk, Asking the Right Customer Experience Questions, I presented […]

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Simplifying Loyalty Driver Analysis

Customer Experience Management (CEM) programs use customer feedback data to help understand and improve the quality of the customer relationship. In their attempts to improve systemic problems, companies use these data to identify where customer experience improvement efforts will have the greatest return on investment (ROI). Facing a tidal wave of customer feedback data, how do […]

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