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So, you want to know what your customers think? (4) – Who will be involved in the process?

Michael Brandt

Jun 20, 2020
6 min

So, you want to know what your customers think? (4) – Who will be involved in the process?

There needs to be absolute clarity as to who is responsible for doing what, and do it they must!

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So, you want to know what your customers think? (3) - What information are you looking to obtain?

Michael Brandt

May 7, 2020
7 min

So, you want to know what your customers think? (3) - What information are you looking to obtain?

In the first blog, I mentioned 4 questions that you should address before starting your VoC program. 1) Is your C-suite or senior managem...

36 views0 comments

So, you want to know what your customers think? (2) - Convincing Senior Management and Stakeholders

Michael Brandt

May 1, 2020
6 min

So, you want to know what your customers think? (2) - Convincing Senior Management and Stakeholders

In the last blog I mentioned 4 questions that you should address before starting your VoC program; 1) Is your C-suite or senior managemen...

11 views0 comments

So, you want to know what customers think? (1) - How to set up a VoC Program

Michael Brandt

May 1, 2020
3 min

So, you want to know what customers think? (1) - How to set up a VoC Program

An important component of a customer experience strategy is Voice of the Customer. Voice of the Customer (VoC) describes your customer’s ...

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What is customer experience (CX) exactly?

Michael Brandt

Apr 28, 2020
3 min

What is customer experience (CX) exactly?

We talk about Customer Experience often but many of us understand the term differently. Some may think it just covers asking our customer...

13 views0 comments

Is the result all that counts or does the journey to get there matter also?

Michael Brandt

Apr 28, 2020
3 min

Is the result all that counts or does the journey to get there matter also?

Some years ago, I was responsible for a service sales operation for large equipment used on diesel engines. Routine service on larger pro...

9 views0 comments

Closing the loop with consistency:The 5 As

Michael Brandt

Apr 28, 2020
3 min

Closing the loop with consistency:The 5 As

Not everyone is good at closing the loop with customers, particularly with customers that may have raised negative issues in their custom...

8 views0 comments

Do all your staff know how they affect customer outcomes?

Michael Brandt

Apr 28, 2020
2 min

Do all your staff know how they affect customer outcomes?

One day we delivered a component for a piece of engine equipment that required testing on a testbed. During this test in the customer's f...

16 views0 comments

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