CX LabNotes Blog

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

Five tips to make your VoC data actionable

April 21, 2016

We’ve spoken a lot on this blog about the value of customer-initiated feedback and how this is the only way you can truly get to grips with what your customers really think about you. Undiluted feedback from empowered consumers …

Five reasons why you should implement a customer-centric web strategy

March 30, 2016

In a previous blog, we talked about some of the biggest reasons why website redesigns fail. At the crux of the main issues identified was a failure to listen effectively to customers at each stage of the process. Here are …

Winter Release: The value of organizational context

March 17, 2016

In my previous blog, I discussed the migration across the VoC industry in its approach to our approach of collecting insight from today’s empowered consumer - a shift away from panels and surveys towards customer-initiated comment cards, which …

CX leaders: Don’t let empowered consumers pass you by

March 8, 2016

Empowering your consumers is the key to improved customer experience. If you look at the truly successful companies, the ones that emerge are the ones that concentrate on enabling their customers to engage with them – so that …

Three reasons website redesigns fail

February 25, 2016

Whenever you embark on a website redesign project, you probably have an idealistic idea in your head of creating a site that looks and works great and drives vast surges in user engagement, conversions and sales. But anyone who’s been …

The power of a community of critics

September 25, 2015

Listening to the Voice of your Customer is an intoxicating proposition. The results of effort put into developing solutions to help them take advantage of an opportunity or meet a challenge come into pinpoint focus in a single moment of …

When did listening to customers become so complicated?

August 31, 2015

When did listening to customers become so complicated? Asking your customers what they thought about your brand used to be pretty easy. Easy for you, at least, because you defined the “when”, “where” and “how”. If you wanted your customer’s perspective on …

The arrival of omnichannel requires a new approach to CX

June 16, 2015

In today’s world of pervasive mobility and connected screens, it’s becoming more and more common for a customer’s interaction with a brand to span multiple channels, even for a single transaction. Research and comparison on a smart phone, scanning reviews …

Our latest Customer Opinion Index Report is live!

April 14, 2015

I'm very excited to announce that we just published the latest edition of our Customer Opinion Index (COI) benchmark report, which is now available for download on our website. This exclusive report …

The importance of customer community

March 27, 2015

An interesting phenomenon enjoyed by many leading brands is that as you deliver value to more and more customers, a customer community of interest forms around your brand. Some are obvious. Have your ever walked by an Apple Store the week before …

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