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Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. But most people, believe it or not, don’t spend their time that way. Business leaders,
Human behavior is notoriously difficult to predict. Sophisticated modeling and massive data analysis can help, but these are typically based on past behavior. Past behavior might be helpful for predicting future successes, but what if
Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Yet
What Does Customer Research Mean to You? When you hear the term customer research, what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that’s the first thing you think of.
Voice of the Customer: An Overview Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing. No, the secret to success isn’t mind-reading. It’s
Trust is a core factor in facing the future of CX. There are known challenges and many, many unknowns in the months ahead. Customers are figuring out the “next normal” and what that means to