Introducing the Customer Experience Hierarchy of Needs Originally posted on LinkedIn: https://www.linkedin.com/pulse/introducing-customer-experience-hierarchy-needs-michael-g-bartlett?trk=prof-post After conducting a lot of research consisting of observations, interviews and internal...
The term Voice of the Customer is widely spoken about in the Customer Experience world and, alongside Net Promoter Score, Customer Satisfaction and Customer Effort Score, is considered to be one of the most important research techniques/ metrics on offer to CX professionals. That being said, for...
Proper questioning and inquisition has become a lost art in modern society. For many, it has gone beyond being a lost art in society to becoming financial ruin in the marketplace. Asking the right questions is, in many ways, priceless. My overly curious eleven-year old asks a lot of questions...
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