The Top 10 Voice of Customer (VoC) Best Practices

As companies work to restore consumer trust and build better relationships with customers, they must think and communicate differently. They must gain a better understanding of customers’ needs, wants, and concerns by continually gathering, analy…

NPS: Stop Chasing The Score

Experience has shown that these measures can entice organizations to spend their time “chasing the score,” which can actually undermine CX success. Maybe we have it backwards, and CX goals should be based on positive and negative behaviors …