Voice of the Customer

Essential reading

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Virtually every business now has a line in its mission statement declaring its commitment to being a customer-centric company. “We put the...
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Wasted customer research. We see it all too often. Researchers do the research, present their findings to stakeholders and move on...
Technology connects us and gives customers a louder, more resonant voice than ever before. Instead of using this global megaphone to vent...
Today’s most successful brands are moving away from the traditional, score-based survey philosophy to viewing customer experience (CX) as...