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Building the Button to Nowhere
Have you ever heard of the Bridge to Nowhere? I think most of us have; if you haven't, you will momentarily. I recently discovered the Button to Nowhere. Have you ever had this happen while using a...
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What Does It Take to Make an Impact as the Chief Experience Officer?
Allow me to introduce you to Lonnie Mayne, Chief Experience Officer at Mindshare Technologies. As his bio says “Lonnie Mayne influences each and every interaction involving Mindshare’s valued...
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Putting the Customer at the Center of Every Conversation
You know the drill: Put the customer at the center of every conversation and every decision made by your company. How many companies are really doing this?As I sometimes do, I'm going to put a slightly...
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Listening to Customers & Employees During Times of Change
Has your company been acquired, merged with another company, ousted its executive team, or just been wading through changes that executives are trying to instill across the organisation? If you've...
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Who Are We Doing This For?
Earlier this week, over the course of just four hours, I had two separate client conversations that had me scratching my head and asking: "Who are you doing this for?" The two conversations went...
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Customer Experience: What Can We Learn From An Organisation That Kills It’s...
I am coming out of my self imposed August retirement to write about something that calls to me, deeply. And to share with you insights and learnings which show up for me as being valuable if you are up...
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VOC: Shifting from Asking to Listening
What is your VOC approach? Are you listening to customers, or still/only asking?As part of the CX Day celebration earlier this week, I moderated two Google Hangouts, one for Australia and one for the...
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If You're Not Scared, Try Harder
Today I'm pleased to present another guest post from Sarah Simon."I learned that courage was not the absence of fear, but the triumph over it. The brave man is not he who does not feel afraid, but he...
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Maybe the Voice of the Customer Isn’t
Criticizing Voice of the Customer (VOC) programs is like speaking out against motherhood and apple pie. The last time I criticized VOC programs, someone left a comment chastising me for presuming that...
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Does It Pay To Listen to the Voice of the Customer?
That's probably a silly question, but I don't feel bad reminding anyone of the answer!Last month, I took a little bit of a different angle to this question and asked, "What's the cost of listening (or...
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New Webinar - How To Optimize Your VoC Program (Nov 12)
We are pleased to announce that on Wednesday, the 12th of November, Futurelab's Stefan Kolle together with Confirmit's Claire Sporton (VP, Customer Experience Management) will run a webinar on how to...
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Prepare for a successful VoC Program in 2016 with New Webinar
In today's economy, when people have almost myriad options, it is crucial for your business to have successful and actionable customer experience program. So whether you’re starting out with a new...
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Webinar: Best Practices for Multi-Channel VoC Success
Today's organizations are operating in an ever-evolving Omni-channel world, in which they need to ensure the right channels are available for customers. The right strategy is the one, which enables...
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Easy guide to choosing the right metric for your Voice of Customer program
It’s the season to be jolly and start planning the next year’s projects and activities! We at Futurelab research would like to help you get your Voice of Customer program up and running in 2017. We...
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Are you happy with your VoC or NPS programs?
Creating a working Voice of Customer program is not a simple task. You think of just starting to ask a few questions and nudging a few people in the right direction, and it seems fairly easy in the...
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7 pragmatic initiatives for CX in 2017
If you are among the specialists, working in the field of customer experience, you know that once the initiatives of your company have reached a certain level of maturity the next steps are getting...
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Do You Employ Actionability Thinking in Survey Design?
Today's post is a slightly-updated version of one I originally published on Compellon's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five...
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If You're Not Scared, Try Harder
Today I'm pleased to present another guest post from Sarah Simon."I learned that courage was not the absence of fear, but the triumph over it. The brave man is not he who does not feel afraid, but he...
View ArticleClik here to view.
Maybe the Voice of the Customer Isn’t
Criticizing Voice of the Customer (VOC) programs is like speaking out against motherhood and apple pie. The last time I criticized VOC programs, someone left a comment chastising me for presuming that...
View ArticleClik here to view.
Does It Pay To Listen to the Voice of the Customer?
That's probably a silly question, but I don't feel bad reminding anyone of the answer!Last month, I took a little bit of a different angle to this question and asked, "What's the cost of listening (or...
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