Tags » Voice Of The Customer

Negotiating skills are just the beginning

IACCM regularly conducts industry studies on the values and experiences of contract negotiators to support ‘voice of the customer’ and ‘voice of the supplier’ reports for its members. 585 more words

Contract / Commercial Management

Do you treat your customers as guilty until proven innocent?

Over the past 6 weeks, I’ve had the great misfortune to be put on trail – I’ve been questioned numerous times, told to submit electronic  and paper documents, I’ve been held up for hours, and faced lots of frustration, uncertainty, worry and doubt.  708 more words


Introducing CX Sparks: Customer Experience Discussion Guides 

If you are interested in moving the conversation (and action) ahead at your company on Customer Experience, here is some great news from the Temkin Group. 196 more words

Customer Focus

Building A Strong Voice of The Customer Program (Infographic) 

Voice of the Customer (VoC) programs are a critical component for many customer experience efforts. This infographic examines those efforts. The Temkin Group has a great VoC/NPS Resource Page for more help in building your VoC program. 13 more words

Digital Business

Come avere feedback dai clienti senza chiedergli nulla

AICEX: Oramai le survey sono sempre più utilizzate, e i tassi di risposta diminuiscono. Ma le aziende già possiedono molte informazioni sui propri clienti, si tratta di saperle individuare, gestire e utilizzare.

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Marketing, Loyalty

How Inconsistent IVR Personas Damage Your Brand

Imagine coming across an Instagram post for a brand you’ve taken notice of a few times before. You love their aesthetic and they have a product you’ve always wanted to buy. 372 more words

Why a CX strategy doesn't guarantee revenue growth & retention

A while ago, I was engaged in a conversation with a colleague. As always, I was evangelising the customer’s position, challenging current convention. We’d been discussing a marketing campaign that had been targeting a certain demographic, attempting to drive the email recipients to put money into savings accounts to build for their future. 516 more words