Tags » Voice Of The Customer

Best Practices in Bank Customer Experience Measurement Design

The question was simple enough…  If you owned customer experience measurement for one of your bank clients, what would you do?

Through the years, I developed a point of view of how to best measure the customer experience, and shared it with a number of clients, however, never put it down to writing. 1,013 more words

Retail Banking

Best Practices in Bank Customer Experience Measurement Design: Customer Surveys

Many banks conduct periodic customer satisfaction research to assess the opinions and experiences of their customer base. While this information can be useful, it tends to be very broad in scope, offering little practical information to the front-line.  575 more words

Retail Banking

How Can Predictive Analytics Give Auto Manufacturers a Lead on Developing Markets ?

The opportunity of a rapidly developing middle class in countries like China, India, and Brazil is not lost on the major auto manufacturers. GM, Ford, Toyota, Volkswagen, and others made their bets on these markets years ago because the eventual forecast calls for total volume to rival or exceed the North American market. 509 more words

Big Data

Thinking about forming an advisory board? Here's how to get your CAB questions answered -- fast!

With the end of the summer, many companies will turn their attention to building their 2015 marketing and sales plans. And that includes thinking about forming a Customer Advisory Board. 410 more words

CAB Strategy

Storytelling: It’s an Experience

“Got time for a story?” My friend and former boss, Barb… Wait, no one ever really stops working for Barb. She loves to use that line and she tells a great story. 192 more words

“Everyday Raconteurs” bring the workplace alive

(Play)Joyce loves the Moth Radio Hour. I do too, but I’m not the avid listener she is. Last fall she took me to a live performance of… 163 more words

Deconstructing Deming VIII - Drive out fear

8. Drive out fear.

Point 8 of Deming’s 14 Points and quite my least favourite of all his slogans. As Harry Lime averred in the motion picture… 661 more words

Voice Of The Customer