Tags » Voice Of The Customer

Customer Service is the (not so) New Marketing

What if your customers or potential customers could see or hear every interaction you had with each and every customer? Thanks to social media, today they can. 215 more words

How to Engage the Five Types of Decision Makers

As a manager, you are not just concerned with how to increase sales of your product or service, you need to know how to sell your message to top leadership, to your colleagues and to your direct reports.   352 more words


Data Snapshot: Media Use Benchmark, 2015

We just published a Temkin Group data snapshot, Media Use Benchmark, 2015. This is our annual analysis of how much time consumers spend using different media channels (see… 198 more words

Customer Experience

The customer feedback experience - an experience not to be taken for granted!

Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. 927 more words

Customer Experience

Not All Customer Experience Variation is Equal: Common Cause vs. Special Cause Variation

Variability in customer experience scores is common and normal.  Be it a survey of customers, mystery shops, social listening or other customer experience measurement, a certain amount of random variation in the data is normal.  398 more words

Service Strategy

I 5 benefici del Self-Service e Natural Language

AICEX: i sistemi di self-service si sono evoluti enormemente. Esploriamo alcuni benefici delle nuove tecnologie che comprendono anche il riconoscimento vocale e il voice to text. 689 more words

Customer Experience

Deconstructing Deming XI A - Eliminate numerical quotas for the workforce

11. Part A. Eliminate numerical quotas for the workforce.

I find this probably the most confused part of Deming’s thinking. Carefully reading Out of the Crisis (at pp70-75) Deming’s attack is not on standardised work, that is advocated as central to his message, but against specifications for the volume of work: calls answered per hour, finished parts per day. 906 more words

Operational Excellence