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I recently wrote an—unintended to be, but maybe could be construed as, snarky— article about not doing VoC anymore. The upshot was that, anything you put into your VoC program is wasted time, money, and effort if you’re not doing stuff with the insights you get out of it. You may say...
I’ve been toying with an idea recently: Tell my clients to simply stop doing VoC. Yes, I realize that sounds kind of controversial. But as opposed to my usual way of doing things, that’s not why I suggest this. In fact, I’m only (partly) sort of kidding anyway. But here’s my reasoning...
This article is an upcoming part of How to Focus on the Most Profitable Segment for Maximum Growth Potential: Step-by-Step Guide Imagine a sunny day at the beach, where a skilled surfers stand on the shore, gazing out at the vast ocean. With a determined look in their eyes,...
This article is an upcoming part of The Art of Staying Focused on the Right CX Strategy to Reach Success Developing a business case for a Customer Experience Strategy is like riding a surfboard on the ocean. Just like a pro surfer anticipates the next wave and adjusts their...
Lights, camera, action! Just like the movie director uses the three-act structure to captivate audiences and create an unforgettable experience, business can use this same approach to deliver powerful presentations that will engage their audience. It's like watching a great screenplay unfold...
In the world of business-to-business (B2B) CX, understanding the differences between B2B and business-to-consumer (B2C) interactions is crucial. Recently, Bain & Company’s Rob Markey joined Martha Brooke, CCXP, and other members of CXPA’s B2B CX community for a discussion around the unique...
Anybody who’s read much of what I have to say about Customer insights and Voice of the Customer (VoC) knows I’m quite critical of legacy KPIs like CSAT and NPS. Part of that, naturally, is my inherent wiseass contrarian nature, sure. That said, if I didn’t really believe that there’s a better...
What are you doing to boost your survey response rate? Nearly every day, I get at least one request to take a survey. I bet you do too. Particularly after a trip, I am deluged with surveys from the hotel, airline, rental car, and more. I rarely take any of them. If your customers ignore most...
I once worked with a client who was having a somewhat complicated concern about survey data: Every time they interacted with a Customer they’d send out a survey invitation. That was well and good, but they never knew (does anybody?) when they’d get a response. They put a time limit on the...
A friend of mine was ribbing me the other day about the Net Promoter System and how I’m a pretty ardent critic , or at least questioner of it...not least because I think there’s a better approach (hint: It has to do with the proper purpose of doing CX in the first place). ...
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