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
How is your VoC program performing? Guest blogger, Annette Franz, shares 10 all too common Voice of Customer program mistakes & how to avoid them.
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
An appeal to those arguing the relative merits of NPS and CES to remember what was learnt from NPS ‘wars’ – it’s what you do with it that counts.