In designing your retail experience, how men and women perceive the experience needs to be considered, especially if you’re a... View Article
Topics: Data Collection
As many manufacturers covet younger customers, what are the potential pitfalls?
The shape of things to come in North American customer experience programs?
There is a lot of talk in the industry about making Voice of Customer data more actionable. But to achieve this, you must first understand the type of data that is uniquely available and actionable in a successful VOC program. VOC programs fail most often because they provide just scores, changes in scores, or data that is only part of the solution. Actionable data is data that you can use to improve the operations of the company. It goes beyond answering "what" to understanding "why."