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Michael Brandt
Jul 20, 2023
Why customer surveys are dying a death…
Can AI and data analytics really replace first-hand customer feedback?
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Michael Brandt
Jun 16, 2023
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...
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Michael Brandt
Jun 2, 2023
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
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Michael Brandt
Aug 7, 2022
Never mind the score, focus on the actions
When evaluating customer satisfaction scores, don't fixate on the number. Become obsessed with fixing the issues!
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Michael Brandt
Jun 20, 2020
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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Michael Brandt
May 7, 2020
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...
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Michael Brandt
May 1, 2020
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...
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Michael Brandt
May 1, 2020
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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Michael Brandt
Apr 28, 2020
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...
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