Voice of Customer

All Posts
Voice of Customer
CX in General
Customer Journey Mapping

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!

25 views0 comments

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 ...

14 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

{"items":["5eed0479c3178d0017a5eb5f","5eb409239f4d4e0017d2c923","5eac91cc1cbfbd002e97db4a","5eac0479bb411e001708b834","5ea89901aad1690018a2c200"],"styles":{"galleryType":"Columns","groupSize":1,"showArrows":true,"cubeImages":true,"cubeType":"fill","cubeRatio":1.3333333333333333,"isVertical":true,"gallerySize":30,"collageAmount":0,"collageDensity":0,"groupTypes":"1","oneRow":false,"imageMargin":32,"galleryMargin":0,"scatter":0,"rotatingScatter":"","chooseBestGroup":true,"smartCrop":false,"hasThumbnails":false,"enableScroll":true,"isGrid":true,"isSlider":false,"isColumns":false,"isSlideshow":false,"cropOnlyFill":false,"fixedColumns":1,"enableInfiniteScroll":true,"isRTL":false,"minItemSize":50,"rotatingGroupTypes":"","rotatingCropRatios":"","columnWidths":"","gallerySliderImageRatio":1.7777777777777777,"numberOfImagesPerRow":1,"numberOfImagesPerCol":1,"groupsPerStrip":0,"borderRadius":0,"boxShadow":0,"gridStyle":1,"mobilePanorama":false,"placeGroupsLtr":false,"viewMode":"preview","thumbnailSpacings":4,"galleryThumbnailsAlignment":"bottom","isMasonry":false,"isAutoSlideshow":false,"slideshowLoop":false,"autoSlideshowInterval":4,"bottomInfoHeight":0,"titlePlacement":"SHOW_ON_THE_RIGHT","galleryTextAlign":"center","scrollSnap":false,"itemClick":"nothing","fullscreen":true,"videoPlay":"hover","scrollAnimation":"NO_EFFECT","slideAnimation":"SCROLL","scrollDirection":0,"scrollDuration":400,"overlayAnimation":"FADE_IN","arrowsPosition":0,"arrowsSize":23,"watermarkOpacity":40,"watermarkSize":40,"useWatermark":true,"watermarkDock":{"top":"auto","left":"auto","right":0,"bottom":0,"transform":"translate3d(0,0,0)"},"loadMoreAmount":"all","defaultShowInfoExpand":1,"allowLinkExpand":true,"expandInfoPosition":0,"allowFullscreenExpand":true,"fullscreenLoop":false,"galleryAlignExpand":"left","addToCartBorderWidth":1,"addToCartButtonText":"","slideshowInfoSize":200,"playButtonForAutoSlideShow":false,"allowSlideshowCounter":false,"hoveringBehaviour":"NEVER_SHOW","thumbnailSize":120,"magicLayoutSeed":1,"imageHoverAnimation":"NO_EFFECT","imagePlacementAnimation":"NO_EFFECT","calculateTextBoxWidthMode":"PERCENT","textBoxHeight":0,"textBoxWidth":200,"textBoxWidthPercent":50,"textImageSpace":10,"textBoxBorderRadius":0,"textBoxBorderWidth":0,"loadMoreButtonText":"","loadMoreButtonBorderWidth":1,"loadMoreButtonBorderRadius":0,"imageInfoType":"ATTACHED_BACKGROUND","itemBorderWidth":1,"itemBorderRadius":0,"itemEnableShadow":false,"itemShadowBlur":20,"itemShadowDirection":135,"itemShadowSize":10,"imageLoadingMode":"BLUR","expandAnimation":"NO_EFFECT","imageQuality":90,"usmToggle":false,"usm_a":0,"usm_r":0,"usm_t":0,"videoSound":false,"videoSpeed":"1","videoLoop":true,"jsonStyleParams":"","gallerySizeType":"px","gallerySizePx":940,"allowTitle":true,"allowContextMenu":true,"textsHorizontalPadding":-30,"itemBorderColor":{"value":"rgba(0, 0, 0, 0.25)"},"showVideoPlayButton":true,"galleryLayout":2,"targetItemSize":940,"selectedLayout":"2|bottom|1|fill|true|0|true","layoutsVersion":2,"selectedLayoutV2":2,"isSlideshowFont":false,"externalInfoHeight":0,"externalInfoWidth":0.5},"container":{"width":940,"galleryWidth":972,"galleryHeight":0,"scrollBase":0,"height":null}}