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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


Why customer surveys are dying a death…
Can AI and data analytics really replace first-hand customer feedback?

Michael Brandt
Jul 20, 2023
94 views
0 comments


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
0 comments


Never mind the CX score, focus on the actions
When evaluating customer satisfaction scores, don't fixate on the number. Become obsessed with fixing the issues!

Michael Brandt
Aug 7, 2022
60 views
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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!

Michael Brandt
Jun 20, 2020
57 views
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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...

Michael Brandt
May 7, 2020
64 views
0 comments


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...

Michael Brandt
May 1, 2020
79 views
0 comments


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...

Michael Brandt
May 1, 2020
112 views
0 comments


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...

Michael Brandt
Apr 28, 2020
80 views
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