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10 Common Voice of the Customer Mistakes

PHOTO: Brent Ozar We have the technology to listen to customers, but we're still not getting customer experience right. According to the State of Customer Experience 2017 report from business process services company Conduent, brands fail to provide 80 percent of customers with first-step resolutions. Further, 75 percent don’t provide enough support to encourage successful self-help.  Some brands have turned to Voice...

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8 Tips to Win Executive Buy-in

PHOTO: Betsy Weber Apple CEO Tim Cook last year said in an interview with CNBC the company's stock price should be the result "of doing other things well." Specifically, he cited customer experience and making sure customers are treated well. It's great that the CEO of a company closing in on $1 trillion in valuation values the customer so greatly. Sabina...

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Looking for Your Next Big Idea? Ask Your Customers — and Really Listen

PHOTO: Sticker Mule Silicon Valley can at times seem like an idea factory, a Wonka Chocolate wonderland for inventing the future and disrupting the status quo. Belief in that idea has launched a thousand startups. So what if only a few reach the farther shore? That’s normal: new ventures and pursuit of the next big idea are a high-risk proposition. The next...

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