In an excellent post, Bob Thompson reviews the VoC space in his blog on Voice of the Customer (Voc) Command Centers, including a discussion of 1) the six feedback dimensions, 2) how the VoC command center needs to include technology to a) capture feedback, b) analyze feedback and c) manage top priorities to resolution, and 3) […]
I continually look for ways to present data in ways that are both informational and visually interesting. My hope is that, if scientific rigor does not capture the readers’ attention, the way in which the data are presented will. Last month, I stumbled across the use of word clouds in survey research. Word clouds are used to […]
Learn how to build your business around the customer using customer-centric measurement and analytics. Available in Kindle and paperback. Learn more about TCE: Total Customer Experience.
Beyond the Ultimate Question: Book includes comprehensive review of Net Promoter® Score (NPS) and presents better measures of customer loyalty and best practices of customer feedback programs.
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