Voice Of The Customer

A Guide to Contact Strategy -10 Questions

19 September 2010
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What is  the state of  your Contact Strategy? This article is about the 10 questions we should always be asking ourselves to ensure that compass we use to guide our organisations is set to the operational equivalent of north. This exercise in evaluting Contact Strategy wsas developed by the Customer Experience Foundation. Here are my [...]

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Social Media and the Voice of the Customer

19 September 2010

This white paper is based on a research project called “how I like to communicate” which was a Voice of the Customer” micro study exercise undertaken in March of 2010 in support of a presentation for UC EXPO at Olympia in London. The project was run by the Customer Experience Foundation and BrainFoodExtra. The exercise [...]

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Understanding the Voice Of The Customer

21 August 2010

Voice of the Customer is one of those “new terms” in Contact Strategy and Customer Experience that people have been using to describe different approaches to understanding what most people used to call Customer Satisfaction and Market Research.  Voice of the customer programmes are about listening to what the customers say. It is too early [...]

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