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I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends who are also working there. Whenever I talk with them about Customer Experience, I always chuckle when the conversation turns to the Voice of the Customer. Often when...
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The Scotland CXPA Network is a local community of CX professionals to connect, learn, and share ideas and best practices with each other. We welcome you to stay connected in this online space in between your in-person events planned by CXPA volunteers. We can’t wait to welcome you at our next...
I just got off the phone with a colleague and we were having a conversation about data. He brought up some good questions and points and so I figured I’d jot a few of them down here before they went right out of my head again. The gist of the discussion was the difference between...
It is more important than ever to retain customers. Success often relies on having a deep understanding of your customers across every touch point –and that involves listening. That’s where an effective Voice of the Customer program can add real value, delivering insights to help you improve...
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Many companies have voice-of-the-customer efforts in place, making large investments in VoC systems like Medallia or Qualtrics and the staff to generate monthly dashboards and reports. Typical efforts cover dozens if not hundreds of customer experience contacts across a variety of touchpoints,...
A good lawyer never asks a question for which he doesn’t already know the answer. That’s not necessarily just about being smart and being prepared. Frankly, it’s a manipulation technique used to sway juries and judges: When they get a witness on the stand, the most important thing for an...
Customer Experience is still regarded by many as a soft-and-fluffy activity. There is a tendency to reduce it to simplistic statements: make customers happy; be nice; smile; apply the Golden Rule. Some managers merely glance at their NPS score, cheering when it moves north, shrugging when it...
Recently I fielded a question about NPS survey data: How do you process it? How do you use it? I popped off a quick response, but I’d like to go a little deeper on the topic here. First of all, it’s not a specific NPS question. It doesn’t matter what sort of survey you send out or ...
In 1620, Francis Bacon broke with the conventions of his time by articulating a new approach to investigating nature. It’s what we now call the Scientific Method, a way of thinking which remains the gold standard for how we comprehend the world today. Instead of looking to fate or mysticism...
Personalisation is key to Netflix’s success. The same can be said for Spotify, Amazon, Google and a host of other tech giants. They have become experts at leveraging the vast amounts of data they collect from their customers. They track every search we make, every product we buy, every post...
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