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Customer experience
Voice of the Customer
Voice of the Customer
Voice of the Customer
Best practices and new developments in the collection, analysis and use of customer feedback.
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9th Nov 2019
Blog
CX job vacancy of the week: Samsung Care
By
Chris Ward
Editor
13th Nov 2019
How to ensure your CX programme has 2020 vision
15th Oct 2019
Evolution or revolution? CX rock stars need both
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30th Oct 2019
1 comment
How to design a metrics system to prove CX ROI
28th Oct 2019
What separates the UK’s NPS leaders & laggards?
Trending
Strategy
Can excellent CX enable zero marketing spend?
Engagement
7 different ways to measure customer satisfaction
Contact centres
Firms fear service staff skill shortages for 2020
Strategy
CIM calls for a new definition of marketing
30th Sep 2019
How Tesco Mobile listens to customer feedback
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Popular resources
13th Nov 2019
How to ensure your CX programme has 2020 vision
Confirmit
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Get personalisation right for your customers
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Cheat sheet: Employee engagement practices
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7 proven ways to improve NPS
Customer experience metrics like Net Promoter Score® (NPS®) clearly matter. NPS has gained a lot of traction in recent years and is now the...
14th Oct 2019
What you should (and shouldn't) use NPS for
Net Promoter Score is the most widely-adopted system for managing customer feedback and improvement, used around the world in many cultures...
16th Oct 2018
Getting to grips with journey maps: transcription
Hello and welcome to the latest edition of the Connecting the Dots podcast from MyCustomer. My name is Chris Ward, and in this episode we’...
9th Oct 2019
What data is required to create a journey map?
With the help of Amy Scott, service design expert and founder of Sedulous , Claire Sporton, SVP of customer experience for Confirmit , and...
30th Sep 2019
2 comments
Are the main objections to NPS legitimate?
25th Sep 2019
The ultimate guide to customer feedback
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25th Sep 2019
Transforming the VoC: Turning insights into action
7th Oct 2019
1 comment
CSAT, NPS or CES - it's not about the numbers
5th Aug 2019
2 comments
How to use diary studies for customer insight
10th Sep 2019
How to design a complaints handling process
29th Jul 2019
1 comment
Can emotion be linked to business metrics?
5th Aug 2019
Blog
Improving CX with text analytics and emotion
By
Smitha Chunduri
EMEA Director, Analytics and Insights
8th Aug 2019
1 comment
Is a metrics mindset undermining your CX?
26th Jun 2019
How semiotics can help us decode customer emotion
18th Jun 2019
Blog
Turn survey responses into actionable insight
By
Martin Powton
Marketing Manager
5th Jul 2019
1 comment
4 ways to design customer surveys for action
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