Tags » Voice Of The Customer

Breaking into a bank vault and taking only a bag of pennies is like doing Voice of the Customer research without 30 interviews

Matt is struggling to improve his product development group’s productivity. Why, he wonders, do Voice of the Customer (VoC) experts make at least thirty customer interviews? 562 more words

New Product Development

Report: The Shift To Customer Journey Insights

We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary:

Customer insights are critical to customer experience programs. 249 more words

Customer Experience

Report: What Happens After a Good or Bad Experience, 2017

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017. This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see… 318 more words

Customer Experience

Client Retention as part of the Collections Process

 Departmental collaboration is greatly important in the Collections/Billing department. This team must have access to project /product status, project/product delivery and results; this will allow the Lead person handling the over-due account to develop an understanding of the situation, survey the client to ensure requirements were met and if they were not met deliver this information to the production team. 107 more words


Personalize the Experience with Voice of the Customer – Part 2

Previously (Part 1), we talked about how we could include that piped data in our survey by adding those options as we are designing the questions. 352 more words

Dynamics 365

Personalize the Experience with Voice of the Customer – Part 1

A personalized or targeted customer experience can make an enormous of difference in the way customer think and react about your brand or product. Hence, reaching out to customers in a personalized manner to get some feedback on your product and service is no exception. 546 more words

Dynamics 365

Is a Process Map the same as a Value Stream Map?

One question that I hear very often is what is, the difference between a value stream map and a process flow?  Are they the same?  It is easy to be confused, both are maps of the process, right?   99 more words