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Posts Tagged ‘customer satisfaction’
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-- Article --Medallia Experience 2018 Recap
From May 14th – 17th, Medallia set up shop in Long Beach, California to put on their annual conference, Experience. For four days, the biggest brands, the brightest minds, and…MORE >
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Your VoC Program Shouldn't Require Change
Readers of this blog may be concerned about the above title. “Don’t change?!? Don’t we need change in order to adopt a new program within the company? Aren’t the resulting…MORE >
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Top 5 Reasons Why Identifying Advocates Needs a Formal Strategy
An email floated into my inbox the other day from a company with a request for votes to win an award in their industry. Why they thought I would be…MORE >
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Customer Experience Black Belt
Waypoint Group will be at VoC-Fusion, billed as “The World’s Largest Voice-of-Customer Event.” The conference promises to be extremely useful for anyone running a customer feedback/loyalty program, not to mention…MORE >
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Response Bias Strikes Again
Great article here in VentureBeat, Why the Internet was wrong about Ron Paul. We’ve written many times in the past about how response bias — only looking at survey results…MORE >
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Attack of the Killer Hippos
We’ve previously written about how Hippos – HIghest Paid Person’s Opinion – can damage ROI. It’s worth calling out a recent McKinsey study titled, “A Rising Role for IT”, may…MORE >
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Net Promoter & Statistics: When Accuracy Goes Haywire, and 5 Ways to Proceed
As a practitioner in the field of Customer Insights / Customer Experience / Net Promoter / Voice-of-the-Customer (what are we supposed to call this field, anyway?!?), I am frequently asked, “How many responses do we need to be statistically significant?” Here’s what I’ve learned after 22 years of professional experience.