A few weeks ago, I shared a few thoughts on six trends highlighted by...
What do Billy Beane, the General Manager of the Oakland A's, and your company's Voice of the Customer (VOC) initiatives have in common? Metrics, analytics, and insights that can provide teams and businesses with unfair advantages.
With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc. The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior.
Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” However, the product is only part of the story. Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem. In today’s globally competitive world, companies that want to succeed must combine innovation with customer needs and satisfaction.
An improved NPS score and high customer satisfaction are nice, but they aren’t enough. Our clients and partners are increasingly being challenged to make that connection between Voice of Customer (VOC) initiatives and the company's bottom line. The C-level and the Board, after all, speak to and respond to messages that reflect revenue, costs, profit, ROI, and shareholder value. These elements of "so what" need to be in your VOC language.
“Data driven predictions can succeed—and they can fail. It is when we deny our role in the process that the... View Article
In Part 1 we concluded by discussing the value of discovering patterns and improving the odds of getting a hit... View Article
Winston Churchill once said, “However beautiful the strategy, you should occasionally look at the results.” The feedback product of the future should give companies an easy way to “look” and extract value from customer and employee feedback. It should be designed and built around company staff roles and their typical tactical and strategic needs. What should be a feedback manager’s approach to social media?