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Securing Senior Management Buy-In for Your VoC Strategy
With an effective Voice of the Customer (VoC) program, securing buy-in from senior management is vital for success. You need to present a compelling case that highlights not only the benefits of understanding customer experiences but also how their support can streamline implementation and foster organizational alignment.

Michael Brandt
Jun 8
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Turning Voice into Value: How to Build a Strategic VoC Programme
The first in a multi-part series designed to help organisations understand, implement, and evolve effective Voice of the Customer (VoC) programmes.

Michael Brandt
Jun 2
125 views
2 comments


Marketing and Customer Experience - The Essential Partnership You Can't Ignore
The intersection of marketing and CX presents a unique opportunity for businesses to differentiate themselves in a crowded landscape

Michael Brandt
Feb 26
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Smaller Companies Can Excel at Customer Experience Without Breaking the Bank
Why smaller companies have a unique advantage in delivering outstanding CX

Michael Brandt
Jan 7
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Empathy in Business: Why It’s Essential for Both Customers and Staff
If we want to build organisations that thrive, we must remember that empathy isn’t just good for people- it’s good for business too.

Michael Brandt
Oct 23, 2024
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The Critical Role of Seamless Handoffs (and Customer Journey Mapping) in Enhancing Customer Experience: A Deeper Dive
The ability of organisations to deliver a seamless customer experience is a fundamental necessity in today's highly competitive markets.

Michael Brandt
Mar 19, 2024
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The Delicate Balance of Science and Humanity in Customer Experience
Scientific methods offers invaluable insights into customer behaviours and trends, but fail to fully capture the essence of human connection

Michael Brandt
Feb 23, 2024
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Why customer surveys are dying a death…
Can AI and data analytics really replace first-hand customer feedback?

Michael Brandt
Jul 20, 2023
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The NPS Dilemma: Is It Time to Quit the Addiction?
Introduction: In the world of business metrics, the Net Promoter Score (NPS) has long been a popular choice for measuring customer...

Michael Brandt
Jun 16, 2023
43 views
1 comment


The Irreplaceable Value of Face-to-Face Customer Interviews in B2B: Why AI Falls Short
The reasons why AI falls short in this specific context, highlighting why face-to-face customer interactions remain essential

Michael Brandt
Jun 2, 2023
28 views
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Can technology alone develop relationships?
Having worked for a company whose brand was based on cutting-edge technology it is sometimes a useful exercise to stop and remind...

Michael Brandt
Sep 17, 2022
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No business is too small to think about Customer Experience
If you talk to the owner of the corner store or a small family-owned store or business and you mention Customer Experience, you may well...

Michael Brandt
Aug 6, 2021
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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...

Michael Brandt
Apr 28, 2020
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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...

Michael Brandt
Apr 28, 2020
82 views
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