2002, Marketing and Voice of Customer - Customer Experience Update

Surveys Don't Sell!

CX Journey

AUGUST 5, 2014

Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? The article is based on research that was summarized in an HBR article in May 2002. Was this, in fact, marketing research and not a customer satisfaction survey, per se?

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How Bruce Temkin shaped the CX profession – and how he’s doing the same for XM

Qualtrics

FEBRUARY 20, 2019

After that, I ran several parts of the research organization, including the financial services, CRM, eBusiness, and customer experience groups. I expanded the CX focus beyond user experience to enterprise-wide topics, such as voice of customer programs. On launching the CXPA. “We

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Customer Experience Update

Surveys Don't Sell!

How Bruce Temkin shaped the CX profession – and how he’s doing the same for XM

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