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Navigating 2024: The Crucial Role of Voice of the Customer (VoC)

rowstartNov 21, 2023 9:43:58 AMrowbreakNavigating 2024: The Crucial Role of Voice of the Customer (VoC)rowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/MicrosoftTeams-image%20%281%29.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/navigating-2024-the-crucial-role-of-voice-of-the-customerrowend
As holiday season approaches and the next year gets ever closer, it feels a lot like how we all felt approaching each of the last...

Unlock Success: 9 Ways to Become More Customer Centric

rowstartJun 21, 2023 10:00:00 AMrowbreakUnlock Success: 9 Ways to Become More Customer Centricrowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/S.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/9-ways-to-be-more-customer-centricrowend
Designing Your World Around Your Customers’ Experiences Learning how to be more customer-centric sure sounds good. But if you’re...

Designing a Voice-of-the-Customer Program: Understanding Your Customer

rowstartOct 1, 2022 10:18:00 PMrowbreakDesigning a Voice-of-the-Customer Program: Understanding Your Customerrowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/39.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/designing-voice-customer-voc-program-beyond-customer-listening-customer-understandingrowend
The first step in improving customer understanding is listening – to their opinions, concerns, perceptions, objectives and...

How Digital Experience Practitioners Increase ROI through Customer Insights

rowstartJun 13, 2022 8:22:00 PMrowbreakHow Digital Experience Practitioners Increase ROI through Customer Insightsrowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/9.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/how-digitial-experience-practitioners-increase-roirowend
Validations from the field: “Smart Customers” are radically changing the game for the businesses that wish to serve them. At...

Customer Experience Improvement: 7 Best Practices

rowstartMar 7, 2022 11:24:00 AMrowbreakCustomer Experience Improvement: 7 Best Practicesrowbreakhttps://www.mcorpcx.com/hubfs/Blog%20Post%20Images.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/customer-experience-improvement-7-best-practicesrowend
With much of the online conversation taking place around customer experience innovation, it almost feels like everyone is focused...

Listening to Customers is Your Best Long-Term CX Strategy

rowstartJan 30, 2022 7:29:00 AMrowbreakListening to Customers is Your Best Long-Term CX Strategyrowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/Blog-Post-Images-1.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/listening-to-customers-best-long-term-cx-strategyrowend
Customer feedback is essential for making informed decisions. Customers are your best source of business and market insights. By...

5 Customer Data Lessons You Can’t Ignore

rowstartJan 19, 2022 8:26:00 AMrowbreak5 Customer Data Lessons You Can’t Ignorerowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/29.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/5-customer-data-lessons-you-cant-ignorerowend
Anyone who serves customers recognizes that improving their experience with you is the key to drawing them closer. That can’t be...

Entrepreneurship 101 for Customer-Centric Leaders and Those Who Want to Be

rowstartSep 1, 2020 6:37:00 PMrowbreakEntrepreneurship 101 for Customer-Centric Leaders and Those Who Want to Berowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/2-1.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/entrepreneurship-101-for-customer-centric-leaders-and-those-who-want-to-berowend
Entrepreneurs and startups intuitively understand the need to connect their products and services to the needs of the...

The Upside Of Customer Experience Improvement In A Down Economy

rowstartJul 20, 2020 4:58:00 PMrowbreakThe Upside Of Customer Experience Improvement In A Down Economyrowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/20.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/the-upside-of-customer-experience-improvement-in-a-down-economyrowend
There’s not a lot of upbeat coverage in the media today. Business closures, social distancing woes, stock market gyrations — it...

Customer Experience Analytics and Tracking: CX Metrics 101

rowstartOct 24, 2019 10:51:00 AMrowbreakCustomer Experience Analytics and Tracking: CX Metrics 101rowbreakhttps://cdn2.hubspot.net/hubfs/32152/article%20image.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/customer-experience-analytics-and-tracking-cx-metrics-101rowend
In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical...

How “3-Dimensional” Customer Personas Radically Improve CX Design

rowstartOct 15, 2019 10:33:00 AMrowbreakHow “3-Dimensional” Customer Personas Radically Improve CX Designrowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/mc-escher-bond-of-union-jpg.jpegrowbreakhttps://www.mcorpcx.com/resource-center/articles/how-3-dimensional-customer-personas-radically-improve-cx-designrowend
Customer experience design professionals have recognized the power of customer persona for years. Unlike customer or audience...

Failing Your Customers Can Help You Serve Them Better

rowstartMar 20, 2017 12:28:00 PMrowbreakFailing Your Customers Can Help You Serve Them Betterrowbreakhttps://cdn2.hubspot.net/hubfs/32152/McorpCX%20Insights%20Files/Blog/Failure%20to%20Learn-Failing%20Failure%20Graphic.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/failing-your-customers-can-help-you-serve-them-betterrowend
Hey, we get it – nobody wants to fail. But the hard truth is that failure is a fact of life. We try, get knocked down, and pick...

Five Questions Customer Experience Professionals Are Asking Today

rowstartAug 1, 2016 7:30:00 AMrowbreakFive Questions Customer Experience Professionals Are Asking Todayrowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/5-Questions-with-CX-Professionals-August-2016.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/five-questions-customer-experience-professionals-asking-todayrowend
Everyone is talking about customer experience. What it is, why it’s important, how to deliver and how to improve it. Everyone, it...

Implications of a Customer-Centric Strategy: 7 Takeaways

rowstartMay 16, 2016 5:06:00 PMrowbreakImplications of a Customer-Centric Strategy: 7 Takeawaysrowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/customer-centricity-1024x512.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/implications-of-a-customer-centric-strategy-7-takeawaysrowend
What happens when you make the shift to become truly customer-centric? We’ve identified seven implications you can expect during...

Great Customer Experience? Good. Now, Keep It That Way.

rowstartApr 12, 2016 6:14:00 PMrowbreakGreat Customer Experience? Good. Now, Keep It That Way.rowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/xImported_Blog_Media/Great-CX-.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/great-customer-experience-good-now-keep-it-that-wayrowend
Three ways companies with best customer experience got there—and how they stay ahead of the pack. Sometimes, the ability to...

How Understanding Cross-Org Silos Leads to Better Customer Experiences

rowstartMar 22, 2016 9:52:00 AMrowbreakHow Understanding Cross-Org Silos Leads to Better Customer Experiencesrowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/Seeing-the-big-picture-1024x512.jpegrowbreakhttps://www.mcorpcx.com/resource-center/articles/better-cx-understanding-and-breaking-down-cross-org-silosrowend
Why marketing (and Sales, Operations and Support…) can have a hard time seeing the “big picture.” Managing the customer...

Bringing Customer Insights Into Customer Journey Maps and Personas

rowstartNov 10, 2015 1:33:00 PMrowbreakBringing Customer Insights Into Customer Journey Maps and Personasrowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/79296270_7-e1447192604818-1024x628.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/bringing-customer-insights-into-customer-journey-maps-and-buyer-personasrowend
As you’re likely aware, the discipline of customer experience requires that organizations look at what it’s like to do business...

It’s Called CUSTOMER Experience Design for a Reason

rowstartApr 27, 2015 8:28:00 PMrowbreakIt’s Called CUSTOMER Experience Design for a Reasonrowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/McorpCX_blog_CX_Design1.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/its-called-customer-experience-design-for-a-reasonrowend
Listening to your customers can (and should) inform the ways you design interactions with them. My son – a 23 year-old...

The Politics of Customer Experience Management

rowstartMar 23, 2015 10:25:00 PMrowbreakThe Politics of Customer Experience Managementrowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/mcorpcx-politics_customer_experience.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/politics-customer-experiencerowend
There are many ways you can improve the customer experience, and drive value from it. But your people need to be moving in the...

“The Dress” and Customer Experience: Perception = Reality.

rowstartMar 13, 2015 5:19:00 PMrowbreak“The Dress” and Customer Experience: Perception = Reality.rowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/mcorp-internet_breaking_dress.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/dress-customer-experience-perception-realityrowend
Remember “The Dress that broke the internet”? Back when my son was 23, he showed me a picture on his phone and asked me what I...

What Is Innovative Customer Experience?

rowstartNov 7, 2014 3:07:00 PMrowbreakWhat Is Innovative Customer Experience?rowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/24.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/innovative-customer-experiencerowend
A Month of Tweets You May Have Missed What is innovative customer experience? Experiences that make every interaction totally...

23 Ways to Amaze and Delight Your Customers

rowstartJul 23, 2014 11:41:00 PMrowbreak23 Ways to Amaze and Delight Your Customersrowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/17.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/23-ways-delight-amaze-customersrowend
Great customer experience doesn’t just happen. It is planned, designed and mindfully delivered. That’s because there is no ‘one...

8 Ways Customer-Centric Organizations Get Closer to Their Customers

rowstartMay 28, 2014 11:45:00 PMrowbreak8 Ways Customer-Centric Organizations Get Closer to Their Customersrowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/mcorpcx-customer_centricity.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/8-capabilities-every-customer-centric-organization-enablerowend
If your organization has done any thinking about customer centricity, you’ve likely read buckets about the importance of enabling...

Customer Insights in a Day: ‘Voice of the Business’ Journey Mapping

rowstartMay 16, 2014 5:24:00 AMrowbreakCustomer Insights in a Day: ‘Voice of the Business’ Journey Mappingrowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/VOC%20Workshop.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/customer-insights-in-a-day-voice-of-the-business-journey-mappingrowend
For many organizations, an understanding of where customer interactions occur is stuck inside functional or organizational silos....

To Improve Customer Experience, Measure What Matters

rowstartDec 11, 2013 9:05:00 PMrowbreakTo Improve Customer Experience, Measure What Mattersrowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/Measuring-Wants-Needs_MCX.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/improve-customer-experience-measure-mattersrowend
I don’t know what Albert Einstein was thinking of when he said, “Not everything that can be counted counts, and not everything...

Relevance (Not Just Orange) Is the New Black

rowstartSep 11, 2013 10:43:00 PMrowbreakRelevance (Not Just Orange) Is the New Blackrowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/orange-is-the-new-black.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/relevance-not-just-orange-new-blackrowend
Your customers crave relevancy. Business or consumer buyers, your customers are overloaded with messages on a daily (as well as...

For Data-Driven Insights, Marketers Flunk the Customer-Centricity Test

rowstartJul 25, 2013 1:03:00 PMrowbreakFor Data-Driven Insights, Marketers Flunk the Customer-Centricity Testrowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/28.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/when-it-comes-to-data-driven-insights-marketers-flunk-the-customer-centricity-testrowend
Do you think it’s possible for a company to do a good job meeting customer needs if they don’t try to understand what those needs...

The Dogfood Diet: Three Easy Steps to a Leaner Customer Experience

rowstartJun 20, 2013 11:45:00 AMrowbreakThe Dogfood Diet: Three Easy Steps to a Leaner Customer Experiencerowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/xImported_Blog_Media/dog-treat.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/the-dogfood-diet-three-easy-steps-to-a-leaner-customer-experiencerowend
A few weeks back, CBS wrapped up another season of the show Undercover Boss. If you’re not familiar, the premise is that CEOs and...

Ask, Listen, and Act: New Rules for Voice-of-the-Customer Research

rowstartApr 4, 2013 5:00:00 AMrowbreakAsk, Listen, and Act: New Rules for Voice-of-the-Customer Researchrowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/conversation-research-matrix.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/ask-listen-and-act-new-rules-for-actionable-voice-of-the-customer-researchrowend
From dorm room start-ups to the Fortune 500, there’s a common thread among the most successful businesses: give your customers...

The Key to Customer Experience Is Knowing How to Understand Customers

rowstartAug 16, 2012 4:41:00 AMrowbreakThe Key to Customer Experience Is Knowing How to Understand Customersrowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/Pic-forUnderstanding.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/the-key-to-customer-experience-is-customer-understandingrowend
Knowing how to understand customers is key to creating a successful customer experience program. This lack of understanding is...

Customer Experience: Why Now?

rowstartMay 22, 2012 4:35:00 PMrowbreakCustomer Experience: Why Now?rowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/customer-experience-strategy-resized-600.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/customer-experience-why-nowrowend
Let’s get right to it. For most companies, delivering a poor customer experience translates directly to lost customers and lost...

Significant Benefits of Measuring Brand and Marketing Performance

rowstartJul 8, 2009 7:42:00 PMrowbreakSignificant Benefits of Measuring Brand and Marketing Performancerowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/Measure-Brand-Performance_MCX.jpegrowbreakhttps://www.mcorpcx.com/resource-center/articles/significant-benefits-of-measuring-brand-and-marketing-performancerowend
C-Suite execs share concerns across sectors, size and geographies. In the CX business, we talk to key executives literally every...

Navigate Downturns: 10 Steps to Elevate Marketing Effectiveness

rowstartJul 2, 2009 7:19:00 PMrowbreakNavigate Downturns: 10 Steps to Elevate Marketing Effectivenessrowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/Increase-Effectiveness_MCX.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/10-steps-to-increase-marketing-effectiveness-in-an-economic-downturnrowend
Ten Steps In Increase Marketing Effectiveness (Whether it's an Economic Downturn Or Not!)

New Rules for Actionable Voice-of-the-Customer (VOC) Research

rowstartMay 18, 2009 5:57:00 PMrowbreakNew Rules for Actionable Voice-of-the-Customer (VOC) Researchrowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/VOC%20Action_McorpCX.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/new-rules-for-actionable-voice-of-the-customer-voc-researchrowend
In today’s “experience-based” market space, organizations should leverage research programs to move beyond data and information...

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