If you want to understand the customer experience (CX), you need both quantitative and qualitative CX data. Quantitative research is certainly valuable, especially leveraging rating systems like Net Promoter Score (NPS) where metrics can be tied to revenue… Read More
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Last Updated: October 5, 2018 by Walter Good
What Do We Mean by Voice of the Customer?
With the evolution of consumer marketing and customer research terms change their meaning. One term that continues to be bandied about to the point it is no longer clearly defines is Voice of the Customer (VoC). VoC is… Read More
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Last Updated: April 19, 2019 by Jonathan Marcotte
Omni-channel CX is Incomplete Without IVR
Without the right IVR system in place to gain customer feedback, the customer journey is incomplete.
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Last Updated: April 19, 2019 by Walter Good
Is Voice Driven Data Capture Part of Your CX Strategy?
Customer experience (CX) research has been experiencing dramatic evolution in the last decade which has, in turn, changed CX strategy. In recent years customer satisfaction research has been turned upside down by the rapid evolution of the digital… Read More
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Last Updated: August 28, 2018 by Walter Good
Four keys to better measure call center CX
survey methodology and system design needs to align to the unique aspects of customer care call center management.
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Last Updated: April 19, 2019 by Walter Good
Why call center IVR surveys of customers is on the rise
Market pundits have predicted the decline of call centers as a critical component of consumer care. In reality, call centers continue to be the single most important component of consumer care in the digital age. Research shows 69 percent… Read More
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Last Updated: January 9, 2018 by Walter Good
Every Customer Touchpoint Is a Branding Opportunity, Even IVR Surveys
Major brands make a big investment in deploying CX and VoC IVR surveys that reach hundreds of millions of consumers every year. Have you ever stopped to consider the impact those IVR surveys can have on your brand?… Read More
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Last Updated: June 18, 2018 by Walter Good
Wanted: Better Qualitative CX Data
If you want to understand the customer experience (CX), you need both quantitative and qualitative CX data. Quantitative research is certainly valuable, especially leveraging rating systems like Net Promoter Score (NPS) where metrics can be tied to revenue… Read More
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