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

Are consumer segment Personas helpful facts or Marketing fiction?

personas

After a break in posting due to a holiday, I’m pleased to return and share about Personas. Despite having shared briefly before about Segmentation we have not had a post on this useful topic. Guest bloggers have shared on the continued relevant of segmentation & I shared some thoughts on public segmentations. But no personas. So, to fill that gap, I am delighted to welcome a new guest blogger, Amy.. Read More

What is the customer reaction to GDPR telling us about our data culture?

data culture

It’s been several months now since we’ve talked about GDPR, so has it changed your data culture? Having previously shared 2 blog posts on “how to avoid being bitten on the bum by GDPR“. We also shared posts on a GDPR toolkit & final priorities when nearing the deadline. In the run up to GDPR, I helped a few firms understand and audit their GDPR readiness. So, 6 months later.. Read More