Tag Archives: voc

Qualitative Research: The Third Essential Customer Research Input

Qualitative Research: The Third Essential Customer Research Input

Qualitative research, involving talking to customers in groups or individually, can add depth to an understanding of customer behavior and psychology. However, it needs to be framed by quantitative and observational research because, for a variety of reasons, customers can mislead.

Continue reading...

9 Enterprise Voice of the Customer (VOC) Tools You Should Know About

9 Enterprise Voice of the Customer (VOC) Tools You Should Know About

As consumer behaviors and demands continue to evolve, brands are now focusing their efforts on delivering a good customer experience, even if that’s at the (slight) expense of the actual product or service they sell. In fact, a study by Gartner states that nearly 89 percent of companies are competing

Continue reading...

5 Customer Experience Trends to Watch

5 Customer Experience Trends to Watch

Delivering strong customer experiences (CX) ties directly to your bottom line. According to a 2017 study by professional services company KPMG, customer experience leaders achieve higher revenue growth than customer experience laggards, with the top 25 CX leaders bringing in more than seven times that of CX laggards in one year

Continue reading...

10 Common Voice of the Customer Mistakes

10 Common Voice of the Customer Mistakes

We have the technology to listen to customers, but we're still not getting customer experience right. According to the State of Customer Experience 2017 report from business process services company Conduent, brands fail to provide 80 percent of customers with first-step resolutions.

Continue reading...

Front-Line Workers: The Untapped Knowledge Workers in Your Midst

Front-Line Workers: The Untapped Knowledge Workers in Your Midst

It’s Academy Awards season, and film buffs are excited to find out which movie wins Best Picture. But people are making movies every day that will never be recognized by the Academy: front-line employees. The sights, sounds and stories of movies draw us into new worlds, captivating our imaginations.

Continue reading...