Results from our 2020 reader survey. Thanks for sharing your feedback on our content at Customer Insight Leader blog. here’s what I’ll do in response.
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.
This is part 2 of Gerry Brown’s series on baseball, I mean why you need to measure what matters to customers. As we heard in part 1, it is all too easy to go with crowd and just measure what others businesses value (you can decide if that’s NPS). Gerry’s advice builds on our month of advice about applying analytics. Annette Franz shared why predictive analytics matters for CX leaders… Read More
Thanks to all our newsletter subscribers, who participated in our annual reader survey. Just over a year ago, we re-branded this blog, based on your feedback. At the start of 2017 it’s time to revisit how well this blog is serving its purpose. As you may know, the stated purpose of this blog is to inform & support customer insight leaders. You can find out more about that and our.. 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.
Firstly, the normal health warning on these being only interim results. There are not yet sufficient votes with which to draw robust conclusions (hence the metaphor of a deserted Southwark station). That said, with just over 80 votes now in, the initial results of our “What do you see?” survey of customer insight leaders is showing some interesting results. With regard to the scope of the term “customer insight” almost all voters view this as covering.. Read More