Voice of the Customer

Essential reading

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By 2010, a quarter of Americans (24%) had posted product reviews or comments online, and 78% of internet users had gone online for product...
Customer journey mapping is a valuable marketing exercise, providing the basis for all good customer experience design and what needs to be...
Who says senior leaders are so detached from their customers they’re unable to understand their needs? With side projects such as firing...
2016 was a year when countless organisations started transformation projects in the name of customer experience. Yet many were initiated...