#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions


Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. The single source of truth.

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ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold


After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Listen or Die is a culmination of my 20+ years of CX experience boiled down into 40 quick lessons. Many companies collect customer feedback, but very few act on what they hear.

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A Bonus Lesson from Listen or Die


One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Chatbots and endless IVR loops may scale, but they often do not deliver a great customer experience. Customers want things to be easy with as little friction as possible.

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A new era for digital Voice of the Customer


Myspace was introduced on the internet signaling a new era of social media. IE v5 launched as a harbinger of exponential growth in browser options. And, I co-founded a company named OpinionLab that pioneered the idea of empowering customers to provide feedback to companies by enabling them to proactively engage companies in their own words, on their own terms via the digital channel. The idea of customer-initiated, or opt-in, website feedback was born.

How to Tie Compensation to Your VoC Program


Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). There are many creative ways to tie VoC to compensation, but one of the most common ways is do it through a bonus program. Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. Are you collecting enough customer feedback to define your goals effectively?

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CX Secrets: The Importance of Aligning CX with Marketing


Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. Watch this edition of CX Secrets above , or click here to download the video transcript. In fact, many of our clients even house CX within the marketing world.