OK, this post has an interesting origin. I was doing a webinar (Go Digital! Engagement Strategies for Contact Centres) with Emma Samuel …Read More
Voice Of The Customer (VoC) is the organised way in which organisations listen and learn from customers
Voice Of The Customer covers all channels from face to face to online surveying on smartphones. Its scope covers the immediate customer experience after an interaction or transaction and the longer term health of relationship between customer and brand. A mature programme encompasses initial phases of listening and analysis into further stages of review, improvement planning and execution underpinned with monitoring.
Customer Experience Is Hard Enough Without Self Deception
Call me slow off the mark but I've never jumped into the customer experience pond. For some reason I've not been tempted to dive bomb it and …Read More
Voice Of This Customer
I am not a score I am not a segment I am not a blip on that chart on your wall. I am who I am. Can you hear that through the …Read More
Why The P&Q Challenge Is So Relevant to Customer Experience Movers & Shakers
I just enjoyed the great pleasure of celebrating the third cohort to be accredited in the use of the P&Q strategic planning …Read More
Performance and Quality – Core To Ongoing Customer Service Innovation
The P&Q challenge is a global first. It remains a unique experiment in sustained collaboration for the customer service industry. Unlike …Read More
Social Customer Service: Your Leadership Agenda
The growth of customer service via social channels is still in its infancy. That said, it has made incredible strides over the last few …Read More
Mapping Your Social Customer Service Ecosystem
There are two key differences between mainstream and social customer service. First is the switch from private to public …Read More
Interaction Analytics: Why CXOs Should Give A Damn
Is the topic of Interaction Analytics of genuine interest to executives? Think of your own CXOs for a second. Although they may have …Read More
Social Customer Service: Customers As Team Coach
It goes without saying that your attitude towards a social media crisis should be one of anticipation than denial. You know it's just a …Read More
Interaction Analytics: The Core Benefits
Interaction Analytics is becoming well known in Customer Service circles. Particularly in its single channel version many already …Read More
