Tag Archives: measurement

Free your mind: Voice of Customer

A guest blog post by Bill Bruno, CEO of Stratigent, a market leader in multi-channel analytics. When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. The problem is: … Continue reading

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Why are CX diagnostics important?

As a client-side marketer, before joining OpinionLab, I was already very attuned to the importance of customer experience, or CX, as a key market differentiator for brands. According to a recent Gartner study, 89% of marketing leaders said they expected … Continue reading

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Here it’s called the Voice of Customer Action Pledge

I’ve had Forrester on my mind for the last few days. Over that time period, the venerable research agency has had several extremely interesting things to say about the Voice of Customer industry. In a series of presentations at the … Continue reading

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Timing is everything

Tick tock. Tick tock. There never seems to be enough time in the day. We’re always rushing from one place to another, wishing those hours ticking by would delay just once. This is especially true when it comes to our … Continue reading

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The “r” word

The very word strikes fear into the heart of any average joe marketer. It’s public enemy no. 1 and in some remote areas of the world the mere mention causes children to cry; spoken out loud it’s even been known … Continue reading

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Sixty top US trafficked websites can’t be wrong

Most audits suck. OpinionLab is anything but traditional; we actually chose to conduct an audit. Of our own free will.  Take a moment to let our life choices sink in. We took the sixty most heavily trafficked websites in the … Continue reading

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Don’t leave feedback here

This made me laugh the other morning for 2 reasons: It’s funny. It’s not true. Not the typical formula for winning comedy, but in this case, I’m close enough to the reality of customer comments to separate fact from cartoon. … Continue reading

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“What do you people want?”

There was a great deal of buzz about the “digital self” at the Adobe Digital Marketing Summit last week—discussions, presentations, and stories about how individuals and brands or businesses approach digital interactions in different ways. Most interesting: the topic of … Continue reading

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