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Be hungry for negative feedback

The topic of the Voice of the Customer (VoC) has many branches and sub-categories.  Just on the topic of surveys alone (which is only a part of VoC), there are tons of thoughts: We discuss things like the formatting of surveys, the proper response rates, how and what sorts of questions to ask, which channel [...]

By |2020-09-24T14:48:51+00:00September 24th, 2020|CX Thoughts, VoC|0 Comments

For a CX leader, don’t hire from within your industry

There’s a meme going around LinkedIn these days about a job posting that requires of the ideal candidate experience that’s physically impossible:  a history of use of a platform or programming language that’s longer than the language’s existence in the first place.  There’s even been a mocking job posting put up with a cascade of [...]

By |2020-09-17T13:33:10+00:00September 17th, 2020|CX Culture, CX Jobs, CX Thoughts, Leadership|0 Comments

Three uses of your feedback

I’m a big fan, as you know, of negative feedback.  I suggest that CX professionals be greedy for negative feedback.  Since slaps on the back and hoorahs from your most ardent fans don’t really help you improve, you should be eager to hear “suggestions” from your Customers as to how you can better serve them.  [...]

By |2020-09-10T15:50:44+00:00September 10th, 2020|CX Thoughts, Process Engineering, VoC|0 Comments
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