Our focus this month is how to achieve success, including with VoC programs.
Previously, Alan Murray shared his advice on keeping analytics team roles fuzzy, especially for smaller teams. In this post, guest blogger Annette Franz returns to talk about Voice of the Customer (
Like Annette, I have all too often seen such programs lose their way or just be badly designed from the beginning. Whether using NPS, CES or CSat scores, the focus can become on the metric not action from insights.(more…)