helping you master customer insight leadership

10 more all too common mistakes and how to improve your VoC program

improve your VoC program

Continuing our series to help improve your Voc program, here are 10 more mistakes to avoid. After the popularity of her first post in this series, I’m delighted to welcome guest blogger Annette Franz to share 10 more tips. As I mentioned before, Annette has many years of client-side experience in getting Voice of the Customer (VoC) programs to work. As is the case for Customer Insight leaders, most of.. Read More

3 perspectives on how to use research and what they teach us

To complement the research industry perspectives we have shared so far this month, I’m going to share 3 perspectives (on how to use research) from outside the insight community. After sharing so much material to digest, in that Behavioural Economics guide, this post will be shorter. I’ve taken the approach of browsing recent news stories, for commentary on use of consumer research. Beyond the stories commentating on recent research findings,.. Read More

Customer Effort Score remember the NPS wars

Many commentators have recently debated the relative merits of Customer Effort Score (CES) verses Net Promoter Score (NPS). As a leader who remembers the controversy that surrounded NPS when it first came to dominance, the parallels are concerning. I still recall the effort wasted trying to win the battle to point out the flaws in NPS and lack of academic evidence, whilst in fact I was looking a gift horse in.. Read More