Doing CX Right Blog

Voice of Customer & Insights
5 Ways To Use Social Media To Improve Customer Experiences

5 Ways To Use Social Media To Improve Customer Experiences

While the benefits of social media marketing may be common knowledge, business leaders don’t realize and capitalize on social media as a useful source of “voice of customer” (VOC) data. Unstructured feedback, like social conversations, is just as important as structured data, i.e. customer surveys, and should be incorporated into a holistic CX program. 

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“VOC” Takes On New Meaning ?‍♀️

“VOC” Takes On New Meaning ?‍♀️

Over the past year, I have written dozens of articles about VOC, otherwise known in the business world as “Voice of Customer.” I share why getting VOC is important, sources of measurement and best practices to drive company success. I am passionate about the topic of Voice of Customer knowing that Customer Experience (CX) provides a competitive advantage. It’s not a hunch. It’s a fact! Today, however, I am writing about VOC from a different perspective. I am speaking as “Voice of Citizen.”

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Satisfaction Is Based On An Entire Experience, Not A Single Interaction

Satisfaction Is Based On An Entire Experience, Not A Single Interaction

There is a lot to learn about doing CX right from our own everyday experiences as consumers. If we pay close attention, the lessons are right in front of our eyes. The following story serves as a great reminder of just how important the customer journey is and the need to measure satisfaction along the entire path. When a series of bad experiences outweigh the good, customers may not return. 

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