Category Archives: Voice of the Customer

Know your customers then you Know what to do

I caught up on some reading last week. One of the things in my stack was the August 2010 Marketing Analysis Report produced by Ted Magazine (The Electrical Distributor) . There were a few disconnects in the report that jumped … Continue reading

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If the web is about opening us to new, will Facebook messages close us off?

The latest Facebook enhancement messages is being touted as an e-mail killer in some circles. To give Facebook credit, it isn’t just e-mail. (Watch this video for an overview of messages.) It looks to be a clever way to tie … Continue reading

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Surveys and Feedback – Enough Already

I’ve posted several times recently about the value of gaining feedback from customers using NPS, to studies pointing out the flaws in formal studies, developing processes to seek feedback, and the need to develop multiple means for customers to interact … Continue reading

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Question the value of formal surveys

I was clearing my inbox and had six different e-mail surveys. One of them was to collect data about a recent interaction I had with a company. Two of the surveys were to collect salary data. Two were to collect … Continue reading

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Net Promoter Score the easy way

Companies frequently try to make complicated surveys to gain customer feedback. It’s been my experience that people are too lazy to sustain survey and questionnaire efforts or they farm them out and one of two things happen. The people responsible … Continue reading

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Listening to customers is hard but it doesn’t have to be complicated

If the only input you regularly receive from customers is informal and impromptu or input is only from your best customers, you should really consider adding some additional mechanisms to ensure you really know what your customers think. The input … Continue reading

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Off Topic – Music Videos but On Topic – Customer Engagement

I was an MTV addict when it first started up. Music videos were mesmerizing even though they were pretty simple. So when I’m lucky enough to actually find a good simple music video today I really enjoy it. OK Go … Continue reading

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