Bill Gates on the Importance of Feedback

Bill Gates might be discussing the importance of feedback for teachers, but there’s an underlying message here that’s relevant to anyone interested in improving their business – feedback is essential for improvement. In fact, there’s some...

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How to survey the Customer Journey

CXM experts agree that companies need to consider the customer’s full end-to-end journey, as opposed to isolated touchpoints, if they are truly to understand how they are performing in their customers’ eyes. According to research in the Harvard Business Review, across...

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What is the Voice of the Customer?

As the textbooks say, the Voice of the Customer (VOC) is the in-depth market research process to capture a customer’s expectations, preferences, and aversions – producing a detailed set of customer wants and needs, organised into a prioritised, logical, business...

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