5 Standards of Excellent Customer Listening

In the last decade I’ve seen and run a lot of Customer Listening programs. Here’s the one thing I know for sure: high quality Customer Listening programs always meets the same 5 standards. Meeting these standards achieves dependable, high-insight data. Failing to meet these standards often steers companies off course. These 5 standards are not […]

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What is NPS? Definition, Techniques, Tools and Tips from Experts

A Net Promoter Score® (NPS) is one of several scoring methods companies use to measure the customer experience and gauge customer satisfaction. Specifically, NPS is a value or metric used to gauge how happy and loyal customers are to a brand or organization. Customers and clients with a higher NPS are more likely to tell […]

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Want to Improve the Patient Experience? Stop Sending Bad Surveys

In the United States, healthcare is a $3.5 trillion a year market and employs 1 in 8 Americans. For a market with huge impact and under tremendous scrutiny, you would expect medical organizations to take an interested, data-driven approach to measuring the patient experience (PX). In other words, you would expect their patient surveys to be […]

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6 Steps to Improve Your Customer Satisfaction Surveys

I’ll be moderating conversations about VoC at next week’s Operations Summit and it got me thinking… It’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for a […]

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Are You Using Customer Engagement Analytics for Marketing Research?

The Takeaway: Customer engagement analytics can supplement or even replace traditional marketing research, delivering more accurate and comprehensive insight. Customer engagement analytics solutions have the potential to deliver an unprecedented degree of insight for enterprises. When first deploying this technology, most companies tend to limit their focus to the contact center, where the raw information […]

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