Search

1 to 10 of 10
Sort by

Blog Entry
Why You Need a Closed-Loop Survey & How to Do it

I founded Interaction Metrics in 2004 because I felt like companies weren't listening. Simple requests were rewarded by silence. And if I had an issue or question, rote ‘sorry for the inconvenience’ was often the reply. I figured if this was happening to me, it was happening to other customers...

Martha Brooke,CCXP's profile image

Blog Entry
What's Really the Most Valuable Question on your Surveys?

If you’re a VoC expert, the first thing that probably popped in your mind is the Ultimate question – “How Likely are You to Recommend ”… the Net Promoter Score’s indicator for Customer Loyalty. That’s a good question, but not the one I’m thinking of. I’ve been a CCXP® for years and...

Rachael Perez,CCXP's profile image

Blog Entry
Sweetening the Pot or Souring It? The Impacts of Score Begging and What CX Pros Can Do About It

It was hard to miss the yellow hand-written sign posted directly above the cash register. “Chance to win 1 of 3 gift cards,” someone had written in green magic marker. Three cards were in the offing, two $10 cards and a $5 card, and the sign’s author had detailed a two-step process to be...

Gabe Smith,CCXP's profile image

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...

Lynn Hunsaker,CCXP's profile image

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...

Lynn Hunsaker,CCXP's profile image


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...

Lynn Hunsaker,CCXP's profile image

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...

Lynn Hunsaker,CCXP's profile image

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
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...

Lynn Hunsaker,CCXP's profile image