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Library Entry
An Automation Manufacturing Case Study in Customer Experience (CXPartners)

Engaging the gears of customer experience within the automation manufacturing industry #VOC Customer Insight Understanding #White Paper #Tools and Methods #B2B #VOCApproaches


Library Entry
Feedback as a Service (CXPartners)

Feedback as a Service (FaaS) Our Managed Services Offering Voice of the Customer (VoC) Strategy Development We help you define your customer feedback strategy to ensure that what you learn from your clients is acted upon, integrated within your culture, and effectively communicated to all...


Blog Entry
5 Radical Changes to VoC of the Future to Achieve ROI Maturity

What's the greatest challenge Voice of the Customer (VoC) managers face? Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with...

Blog Entry
2017 Customer Experience Resolutions

What’s new in 2017 customer experience management? Like most resolutions, what’s new is less about shiny objects and more about mastery of down-to-earth principles. It’s all about keeping your eye on the prize with a sensible plan. Tech gizmos may add excitement or ease, and...

Blog Entry
New Wisdom for Voice of the Customer

Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds. Then trends are established and...

Blog Entry
Inspire Voice of the Customer Actions: 12 Ideas

Lackluster voice-of-the-customer (VoC) is a common dilemma. Customer surveys that seemed so exciting initially get a ho-hum reaction when average ratings are stagnant. Employee engagement that you hoped to spur in customer experience management goes by the wayside when it looks like the company...

Blog Entry
Business-to-Business Customer Experience Advice Highlights

Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way...

Blog Entry
Customer Experience Governance: Do This, Not That

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC and CX technologies. Just what is it, anyway? The Business Dictionary clarifies governance as ...

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...