Author's Note: This is the fifth of a series of six posts about Why You Shouldn't Be Surprises Your VOC Program is Failing.
Did your Voice of the Customer (VOC) tool vendor or consultant tell you you’re going to need…
Aug 11 2016
Aug 11 2016
Why Good Relationships Matter to VOC Success
Author's Note: This is the fourth of a series of six posts about Why You Shouldn't Be Surprises Your VOC Program is Failing.
Voice of the Customer (VOC) programs are not self-sufficient islands. They need a wide variety of resources…
Aug 11 2016
When Your Genius is Not Enough for VOC Program Success
Author's Note: This is the third of a series of six posts about Why You Shouldn't Be Surprises Your VOC Program is Failing.
There are few multi-expertise geniuses in the history of humanity. Don’t make the mistake of thinking you’re one…
Aug 11 2016
Why ROI Goals are Essential to Your VOC Program
Author's Note: This is the second of a series of six posts about Why You Shouldn't Be Surprised Your VOC Program is Failing.
Every Voice of the Customer (VOC) program needs goals that are clear and measurable. The program itself…
Aug 11 2016
Why You Shouldn’t be Surprised Your VOC Program is Failing
Author's Note: This is the first in a series of six posts on to help VOC professionals build a successful VOC Program.
The reported statistics are staggering. More that two out of three Voice of the Customer (VOC) programs…
Jul 7 2016
The Unexpected Ways "As Low As..." Hurts Your Brand
As a recovering marketing manager, I still have a deep-rooted tendency to think of the different elements in copy that can be tested to improve conversion. Back in the good-old-days of direct mail (If you don't remember, it's the type…
Jun 16 2016
Why do People Get Stuck?
It is frustrating. When it happens, it makes me feel so vulnerable and even inadequate. If it goes on long enough the world itself starts to look a bit gray and unwelcoming.
Much of my life I have felt…
Jun 1 2016
The Fundamental Choice in Customer Experience
"Tonight we're set up for a family atmosphere," my client pointed toward a table where kids were enthusiastically painting signs to support the home team.
"In a few nights we'll be hosting a playoff game and that will be geared…
"In a few nights we'll be hosting a playoff game and that will be geared…
Mar 29 2016
This is More Dangerous to Your Company than Low Yelp or TripAdvisor Ratings
What could possibly be worse than a low-rated review on Yelp for a small business like a restaurant, medical office, dental practice or mechanic? Or on TripAdvisor for a hotel or attraction?
We'll get to that in a moment. First…
We'll get to that in a moment. First…
Mar 26 2016
Why CEOs See Customer Experience Improvement Projects as Risky
I was nervous. My stomach was in knots and my breakfast was not settling well. I walked into the room where the team was gathered and I just felt awkward and uneasy.
The week before I'd sent an email with…
The week before I'd sent an email with…
Mar 10 2016
Here’s What’s Missing in Your Customer Journey Mapping
I remember sitting in the heavy cherry wood boardroom table, just half-listening to my vice president give the weekly updates. My mind wandered as I stared out of the floor to ceiling windows into that cold January morning. I could…
Feb 15 2016
The 9 Tipping Points That Your Customers Are Talking About
Several years ago, while reading an article about the next “must use” customer experience metric I found myself contemplating all of the various metrics that had come and gone throughout the years. I’ve been building analytical systems and teams in…