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It’s really just BPI

If you’ve followed me much at all, you know that my main mantra about CX is that you need to work your VoC insights, by which I mean, you have to take action on what you’ve learned there.  Otherwise (as I’ve written recently), you’re simply throwing your money away with surveys, interviews, and the like. [...]

By |2023-09-27T15:27:53+00:00September 27th, 2023|Consulting, CX Strategy, CX Thoughts, Process Engineering|Comments Off on It’s really just BPI

Maybe just stop doing VoC?

I’ve been toying with an idea recently:  Tell my clients to simply stop doing VoC. Yes, I realize that sounds kind of controversial.  But as opposed to my usual way of doing things, that’s not why I suggest this.  In fact, I’m only (partly) sort of kidding anyway. But here’s my reasoning: Brands sometimes spend [...]

By |2023-09-12T14:53:22+00:00September 12th, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts, Measures & Metrics, Process Engineering, ROI of CX|Comments Off on Maybe just stop doing VoC?
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