CX LabNotes Blog ( )

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Using the 5 w’s when planning out your VoC experience

December 18, 2012

Who. What. When. Where. Why. You don’t have to be a journalism major to recognize these elements as the fundamental tenets of a news story. Heck, the closest I come to formal training in reporting is my extensive collection of … Continue reading

4 things every mobile feedback VoC program must have

November 26, 2012

It seems our smartphones can do anything. They’ve replaced our wallets (with apps like Paypal and CardStar that store your credit card information to easily use in stores), and are replacing our TV’s with live streaming content. Today’s smartphone even … Continue reading

Are you using alerts and monitors?

October 30, 2012

Looking at piles of data can be exhausting. We’re not just talking about any old copious amount of data either. We’re talking about the streaming data you’re receiving from your robust Voice of Customer program. This amount can vary from … Continue reading

Web analytics, not just for marketing teams

October 22, 2012

Odds are, if you’re a web analyst, you’re up close and personal with data every day. You’re busy developing reporting tools to assist key stakeholders in increasing conversion, optimizing user paths and developing better content. You help marketers and businesses … Continue reading

Uncover the reasons behind your customers’ feedback

October 4, 2012

In a series of guest bloggers, this week we feature a piece from Jonny Steel, Director of Business Development at ClickTale, responsible for all partnerships, whether agencies or technology partners. With a background in e-commerce, he understands the desperate struggle … Continue reading

By invite only

September 10, 2012

OpinionLab’s patented approach to feedback is like a block party: it stretches throughout your brand neighborhood and anyone can join in at any time. Refreshments are plentiful and there’s a hot cover band belting out “My Sharona” on the portable … Continue reading

The bottomless cup of feedback

September 4, 2012

Feedback, like any good communication, is a loop that never closes. If it were a diner, it’d be one of those 24 hour places packed with college kids, where the coffee is strong and comes in bottomless cups. You’ve got … Continue reading

Great comment cards start here

August 28, 2012

Setting up a comment card is a daunting task. A scary task that might give even the most savvy marketers pause. Luckily, we’re here with bells and whistles on to break down the necessary steps.   Once you’ve activated a … Continue reading

Smartphone users are changing the e-commerce landscape

August 24, 2012

Google’s Android and Apple’s iPhone have long waged campaigns to be the most used, most popular smartphone. And with the capabilities, people the world over are using their mobile devices and even tablets over traditional desktops (does anyone have one … Continue reading

There is intelligent life out there

August 21, 2012

When it comes to artificial intelligence, images of indestructible bone-crushing terminators, Dr. Theopolis and R2D2’s often come to mind. While this might be airing my inner child a little too publicly in this forum, it’s not shocking that the present day world … Continue reading

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