VOC – When does a Good Thing become a Bad Thing?
Voice of the Customer – When does a Good Thing become a Bad Thing?
Improving Customer Surveys
A recent call from a friend helped me realize that customer surveys are still often ill-conceived and poorly executed. Common practices often neglect common sense and are rife with common mistakes. Here are some things to consider to improve customer
Intentional Customer Experience (Part 2 of 2)
Some potentially surprising news for start-ups: Even though you may think you are selling a product, your customers are actually buying the whole ‘experience’. For this reason alone, the way you organize and execute your customer experience strategy must be
Getting Powerball Results on Customer Surveys
A few weeks ago there was near hysteria as the Powerball jackpot climbed and climbed and climbed. The chances of winning this thing are infinitesimal but I was still adamant that my wife should buy a handful of tickets. “And