by Stacy Sherman | Nov 10, 2018 | Voice of Customer & Insights
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 VOC measurement, and best practices to drive company success. I am passionate about this topic because I know 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.” Continue Reading →
by Stacy Sherman | Jul 30, 2018 | Contact Center
It boggles my mind when great brands make bad decisions that directly impact customer experiences. I encountered a situation that clearly demonstrates an example of Doing CX incorrectly. Continue Reading →
by Stacy Sherman | May 16, 2018 | Digital, Mobile & UX
Design is a key differentiator when creating products and customer experiences. While price matters, it is not the only criteria and sometimes irrelevant when making purchase decisions. As an example, I recently bought (more…)
by Stacy Sherman | May 8, 2018 | Digital, Mobile & UX
The number of digital buyers continues to rise every year. “In 2017, an estimated 1.66 billion people worldwide purchased goods online. During the same year, global e-retail sales amounted to 2.3 trillion U.S. dollars, and projections show growth of up to 4.48 (more…)
by Stacy Sherman | Apr 18, 2018 | Personas & Journey Mapping
Many companies strive to achieve high customer satisfaction scores but end up falling short of their goals. One reason is that business teams focus on single parts of the customer journey instead of taking a (more…)
