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11 Tips to Ensure You Achieve ROI from Your VoC Program

11 Tips to Ensure You Achieve ROI from Your VoC Program

I originally wrote today’s post for Eptica. It appeared on their blog on June 13, 2019. Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their...
All I Want For Christmas Is… Customer Understanding

All I Want For Christmas Is… Customer Understanding

That’s not too much to ask from Santa, is it?! Well, good thing he has a little helper elf to set you on the path to achieving customer understanding. I wrote this book called Customer Understanding: Three Ways to Put the “Customer” in Customer...
What Exactly is Employee Experience?

What Exactly is Employee Experience?

Today’s post was originally published on Forbes on February 1, 2019. I’ve made some modifications to that original post. It’s starting to happen. I hear it. I see it. Finally. It’s not perfect, but we’re making progress. I’ll take...