Remember that shiver down your spine the first time you got game-changing Voice of Customer (VOC) feedback? If you’re like me, you couldn’t wait to spring into action and make improvements. And then you hit roadblocks.
Before You Can Act on VOC, You Need A.C.T. Read More »
Have you ever been instructed to “put your customer hat on?” That’s bad advice.
Don’t Put Your Customer Hat On Read More »
By researching the customer’s perception of service value, you can understand which service elements to invest in – and which to scale back.
How to Design Support Services that Customers Actually Value Read More »
Conducting customer experience interviews is a skill that you must learn and practice. As you’re developing customer experience interview skills, add these three questions to your repertoire.
3 Power Questions for Customer Experience Interviews Read More »
The deepest insights spring from sincere conversations with customers about their experiences. A skilled interviewer creates these conversations.
3 Customer Interview Skills for Better Results Read More »
The work week is not obsolete, because business is not about the work itself – it’s about serving customers.
The Work Week is Not Obsolete. Here’s Why. Read More »
You’re sitting on a goldmine of Customer Experience (CX) improvement ideas, but you have to know where to dig. Apply Lean Six Sigma to customer complaints and find new opportunities to improve CX.
How to Mine Customer Complaints for CX Gold Read More »
