VoC to the Rescue One of our clients does a fantastic job supporting a critical and complex hardware, software, and wireless networking solution. But, they faced a familiar challenge: since […]
Voice of the Customer
Customer Effort Score (CES): The One Best Question for Transactional Surveys
We recommend replacing your CSAT question with a Customer Effort Score (CES) question. Unlike CSAT, CES measures things that are largely in your control.
Creating Customer Empathy in Executives
An executive at a software company was talking with me recently about the challenge of creating a customer-centric culture. His company, like many, was built on a foundation of technical […]
Map your Customer Experience…and Surprise Yourself!
“O wad some Pow’r the giftie gie us To see oursels as ithers see us!” Robert Burns Seeing ourselves as others see us is a gift. And Customer Experience Mapping […]
Metrics Myth Nine: NPS is Whatever I Say It Is
I’ll just say it right now: I love the Net Promoter Score. It may not be perfect, but in my experience, it’s the most powerful tool that Service and Support […]
Little Data
You can’t escape hearing about Big Data right now—it has replaced “cloud” as the current hot buzzword in tech. The idea is pretty simple: it’s easy to gather huge volumes […]
Summer Reading! The Intention Economy
This blog has no mandatory terms of service, installs no beacons or cookies (that I know about), and vends no third party ads (I hope—let me know if you see […]
Just A Little About Surveys
Surveys are top of mind for me right now. We’re in the middle of a couple of survey projects, and surveys inevitably come up whenever we talk about loyalty, satisfaction, and […]
