Category Archives: VOC

Nicely handled, SGov

It’s no secret that I love my MBA program at Stern. Last week, the student government (SGov*) gave me one more reason – and its handling of the situation illustrates some CX principles relevant to this blog. The scenario: There … Continue reading

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Newest member of the Yelp Elite Squad!

It’s no secret that I love Yelp. Given my affinity for CX, that’s almost a given. I use Yelp a lot as a consumer of VOC feedback and I try to pay it forward by posting reviews myself. My current … Continue reading

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Don’t like the new Gmail?

I’d heard grumbling about the new Gmail interface and decided to check it out. The reason for the grumbling was immediately apparent (yikes – so ugly and hard to read!) and I switched back. Google noticed and offered me a … Continue reading

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Hate waiting in line?

In my Operations class, we’re studying queues and customers’ experience of wait times. Our professor says, Satisfaction = Perception – Expectation This means that exceptional CX (high satisfaction) comes from exceeding expectations. The problem, of course, becomes that customers come … Continue reading

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LinkedIn knows its customers

It’s no secret that I’m a huge fan of LinkedIn – 640 connections and counting – or that I’m on there a lot. Today, though, I noticed something weird: Other people’s status updates were appearing on my profile as mine. … Continue reading

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Poor survey design, Professor

Being a survey aficionado, I’ve been thrilled that three out of my five professors haveĀ  solicited mid-semester feedback via student surveys. However, the latest one was poorly designed. It asked two questions, both short answer (the other two surveys had … Continue reading

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My new favorite professor

I’m in the thick of midterms in my first semester of business school and, while it’s an intense and stressful time, it’s a chance to be evaluated and learn where I stand (so far, so good!). One professor went above … Continue reading

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