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Blog Entry
Value Chain Solution to VoC ROI

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. What is a value...

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Blog Entry
2016 CXPA MIE Using Customer Emotions

Using the Forbidden Fruit of Customer Emotion to Fulfill Their Fantasies is going to be a shagadelic session. Come and join the fun at the Customer Experience Professionals Association, Member Insight Exchange ( CXPA MIE ). I decided to harness the energy and excitement of the Hump Day...

Blog Entry
Voice of the Customer – Great! But what is it?

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...