Tags » Voice Of The Customer

Hertz is Running with Scissors

I arrived at Boston’s Logan Airport 1 hour and 30 minutes late, due to mechanical problems in the “equipment” coming out of La Guardia. After the requisite bag drag to the rental car bus, I was deposited in front of the Hertz Gold board, ready for my car. 720 more words

Adapting to change by putting Customers at the center of everything: Lessons from Macquarie Telecom

“The Only Thing That Is Constant Is Change” – Heraclitus 500BC

It’s hard to believe this quote is from more than 2000 years ago… I can’t think of a more relevant quote to describe the times we are living in right now! 463 more words

Customer Centric Culture

Building a Strong Voice of the Customer Program (Video)

Customer connectedness is one of Temkin Group’s four CX core competencies. A key capability in this area is a strong voice of the customer (VoC) program. 34 more words

Digital Business

Make Life Easier By Asking Only One or Two Questions of Your Customers

I find myself living in an age where we take good ideas and squeeze the life out of them through inappropriate implementation.

It occurs to me that the scourge of the customer-centric fad is customer surveys. 713 more words

Customer Service

CX Competency: Customer Connectedness (Video)

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies… 30 more words

Notable Bookkeeping Friday Chat: Voice of the Customer

“Companies that listen to their customers will achieve higher retention rates than their competitors. The Voice of the customer can be acquired through surveys, social media, forums, et cetera.

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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