Tags » Voice Of The Customer

Six Secrets To Winning Employee Buy-In For Customer Experience Initiatives (or any other improvement program or project)

The #1 way to win buy-in for any improvement initiative is to invite employees to share their insights and knowledge about the customer and the business . 180 more words

Customer Journey Mapping Techniques: Research and Behavioral

There are several different approaches to mapping the customer journey. Two popular techniques are research mapping, which involves voice of the customer data, and behavioral mapping, which determines the customer’s underlying reasons for taking certain actions. 367 more words

Report: B2B Customer Experience Best Practices

We published a Temkin Group report, Business-to-Business (B2B) Customer Experience Best Practices. This report provides data on the state of customer experience (CX) in B2B as well as 20 CX best practices across five critical B2B processes. 252 more words

Customer Experience

Report: 2015 Temkin Loyalty Index

We published a Temkin Group report, 2015 Temkin Loyalty Index. This report ranks the loyalty of consumers to 293 companies across 20 industries. Here’s the executive summary: 436 more words

Customer Experience

Why is marketing integration critical to the digital experience at the contact center?

We know we have silos. We know they are not useful. As leaders, we must insist the customer service (the contact center) and marketing align their functions. 233 more words

Customer Focus

More Voice of the Customer @KronosInc!

Happy Monday, all! Here’s another guest post from Valerie Welland, Customer Experience Manager at Kronos.

By Valerie Welland
Recently, I was asked what makes a customer relationship successful. 241 more words

The Kano model for team building - an alternative application for this Lean Sigma tool

By Elisabeth Goodman, 8th November 2015

The Kano model  is traditionally used as a ‘Voice of the Customer’ Lean Sigma tool

I had the pleasure of co-presenting a seminar with… 600 more words

Team Effectiveness