Voice of the Customer

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Can adding an experiential dimension to customer focus groups transform the insights gained? Brands have been using focus groups for many...
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Companies aren't close to reaching the potential of their Voice of the Customer programmes and it's time for these projects, and the...
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New research suggests that the quest for customer survey metrics could actually be causing more harm than good for the customer experience...
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A common concern I see among customer experience is over customers who are making “bad” choices. Customers who aren’t making the best use...