Companies today face increasing pressure to not just deliver great products and services, but to operate in a socially responsible manner that aligns with their key stakeholders’ values – customers, employees, communities, and more. Navigating the diverse and sometimes conflicting…
In a recent podcast with John (stay tuned for release date), we explored the profound impact of curiosity on Customer Experience. Our conversation was inspired by Brian Grazer’s enlightening book, The Curious Mind: The Secret to a Bigger Life. This…
In their article, “The New Science of Customer Emotions,” Scott Magids, Alan Zorfas, and Daniel Leemon suggest that connecting with customers’ emotions is imperative to drive loyalty, engagement, and increased revenue. Through years of research, they discovered over one hundred…
The CXPA defines a Voice of Customer program (VOC) as a program with a coordinated series of measures, observations, data, surveys, and two-way conversations across multiple sources, all of which surface the customer’s perspective of the organization. (CXPA 26). To…