Monthly Archives: October 2010

Happy employees make for happy customers

I listened in on a webinar by a CX analyst at Forrester Research about how to leverage Voice of the Consumer (VOC) to increase customer loyalty. He talked about the lifecycle of VOC programs: listen -> interpret -> react -> … Continue reading

Posted in Company culture, Feedback, VOC, VOE | Leave a comment

Feedback is a gift

This was the topic of a recent customer service webinar by Chip Bell, author of Take Their Breath Away (Disclaimer: I haven’t read it yet). His presentation was chock-full of great CX insight. Key Take-Aways Customers are always grading you, … Continue reading

Posted in Feedback, VOC | Leave a comment