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Medallia is a 2020 Silver Sponsor of CXPA. This review was conducted at CXPA's request. The opinions expressed herein are from the author, who was not compensated. Webinar link: https://www.medallia.com/mastercast/ Webinar title: Conducting Virtual Video Research The data...
Interviewing customers requires skills that can be learned, honed, and mastered. Better skills = better results. The deepest insights spring from sincere conversations with customers about their experiences. A skilled interviewer creates these conversations. Great customer interviews: ...
Bill Gates said, “The coronavirus pandemic pits all of humanity against the virus.” And that about summarizes our current state. While it’s unifying how we’re faced with the same challenge, there’s significant variation among individual experiences. This is highlighted in the relationship...
This is part two of a series of posts on the four components of a good CX system. I introduced the concept here and my first post, on CX strategic alignment, is here . Soon I’ll write about Process Engineering and wrap up with notes on what it takes to build and maintain a Customer-centric...
I started a habit this summer of having my breakfast on my back porch and browsing through #reddit. During this morning's reading, I discovered a new subreddit (message board) called r/shouldibuythisgame where video game enthusiasts solicit feedback about specific games to see if they are...
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...
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...
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...
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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...
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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