Tags » Voice Of The Customer

Why Do Startups Fail?

I came across a March 2015 TED talk by Bill Gross, founder of the business incubator Idealab. He set out to identify the “single biggest reason why startups succeed” (or fail). 425 more words

Market Research

You are Your Own Customer, Listen to Your Voice

In preparing to make my last major vehicle purchase, I did extensive research into several products. I have been a loyal Subaru driver for many years and it was finally time for me to purchase my first brand new car. 556 more words

Six Sigma

Saying Goodbye

Mr. Working Smarter Café is on vacation (again!).  Here’s a guest blog by Valerie Welland, a Customer Experience Manager here at Kronos.

This summer Kronos was host to over… 275 more words

Requirements Analysis - Getting Started Guide

Even though Decision Driven® Solutions emphasizes the central role of decisions in the product development process, we fully support Requirements Management best practices within our Decision Driven® Solutions Framework (DDSF) tool suite. 102 more words

Decision Driven Product Development

Undefined People Like This: Facebook Social Proof Goof

I’m a big fan of RVs, so I was checking out Roadtrek’s Facebook page. Roadtrek is a Canadian company that makes Class B camper van motorhomes. 243 more words


Report: Unlocking Customer Insights From Contact Centers

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. Here’s the executive summary:

Companies have traditionally viewed their contact centers as cost centers and have consequently focused most of their energy on making agents as efficient as possible. 184 more words

Customer Experience

FIFA and the Iron Law of Oligarchy

In 1911, Robert Michels embarked on one of the earliest investigations into organisational culture. Michels was a pioneering sociologist, a student of Max Weber. In his book Political Parties he aggregated evidence about a range of trade unions and political groups, in particular the German… 904 more words

Risk Management