22 November, 2017

Tips for Interviewing Customers

By | 2017-11-29T19:20:00+00:00 November 22nd, 2017|Best Practices, Voice of the Customer|

We often hear from companies that are looking to gather more candid insight from their customers. Of course, carefully crafted customer satisfaction surveys with open-ended questions (where respondents can type unstructured feedback) is one option. But what should you do to dig deeper into customer sentiment? For companies that are seeking even more granular, highly [...]

20 November, 2017

How to Advance Your Voice of Customer Program

By | 2017-11-20T09:54:49+00:00 November 20th, 2017|Best Practices, Voice of the Customer|

Take a close look at your company’s voice of the customer program. Are you obtaining valuable and objective insight into customer sentiment? Have you been able to successfully uncover ways to drive even deeper loyalty and attract new customers? Is the entire organization rallying behind your efforts? If your answer to any of these is [...]

14 November, 2017

Why Investors Care About Your Customer Satisfaction Data

By | 2017-11-14T09:40:47+00:00 November 14th, 2017|Customer Experience, Voice of the Customer|

Over the past five to ten years, Private Equity Firms and Venture Capitalists have increased the attention they pay to customer satisfaction data. There’s now a greater appreciation for the negative impact churn has on customer lifetime value (CLV) and the company’s overall business prospects, as well as the growing proof that high customer satisfaction [...]