CX LabNotes Blog ( January 2013 )

Our blog features the latest views from across our business. Subscribe to have each post sent directly to your inbox.​

The empty call for feedback – Don’t be a listening goof.

January 26, 2013

Here’s a major pet peeve: brands who ask for feedback and do nothing with it. I can understand that not all feedback is actionable, and not all company’s have the resources available to actually do something with the feedback they … Continue reading

The importance of measuring the right things

January 14, 2013

If you’ve been a regular reader of this blog, you’ll be familiar with our passion for Voice of Customer and our belief in the value of metrics generated through opt-in feedback processes. If we had our way, these feedback-sourced metrics … Continue reading

Don’t hang your hat on customer satisfaction

January 10, 2013

Can we predict the future with customer satisfaction? Some say we can, but I would argue that customer satisfaction is inherently backward looking. In a nice, tidy fashion, it summarizes the cumulative strength up until now of a relationship between … Continue reading

Real-time feedback + mobile customers = The future of VoC

January 9, 2013

We’re pretty excited! OpinionLab as a company has always been steeped in innovation (Crain’s Chicago pegged us as 2012’s number 2 most Innovative businesses). We’ve always invested heavily in the areas of new product development and technology, and as a … Continue reading

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