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...
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Customer journey mapping is a valuable marketing exercise, providing the basis for all good customer experience design and what needs to be...
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Who says senior leaders are so detached from their customers they’re unable to understand their needs? With side projects such as firing...
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2016 was a year when countless organisations started transformation projects in the name of customer experience. Yet many were initiated...