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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...
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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...
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The Key to Designing a Voice of the Customer Program

rowstartOct 1, 2022 10:18:00 PMrowbreakThe Key to Designing a Voice of the Customer Programrowbreakhttps://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...
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How Digital Experience Strategy Helps Boost ROI

rowstartJun 13, 2022 8:22:00 PMrowbreakHow Digital Experience Strategy Helps Boost ROIrowbreakhttps://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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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Voice of the Customer Program: Perception vs Reality

rowstartMar 13, 2015 5:19:00 PMrowbreakVoice of the Customer Program: Perception vs Realityrowbreakhttps://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...
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What Is Customer Experience Innovation?

rowstartNov 7, 2014 3:07:00 PMrowbreakWhat Is Customer Experience Innovation?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...
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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...
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Customer Centricity Examples: 8 Ways to Get Closer to Your Customers

rowstartMay 28, 2014 11:45:00 PMrowbreakCustomer Centricity Examples: 8 Ways to Get Closer to Your 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...
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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....
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The Key to Improving Customer Experience: Measuring What Matters

rowstartDec 11, 2013 9:05:00 PMrowbreakThe Key to Improving Customer Experience: Measuring 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...
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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...
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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...
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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...
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Ask, Listen, and Act: New Rules for VoC Research

rowstartApr 4, 2013 5:00:00 AMrowbreakAsk, Listen, and Act: New Rules for VoC 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...
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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...
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Customer Expectations: Why Focus on Customer Experience Now?

rowstartMay 22, 2012 4:35:00 PMrowbreakCustomer Expectations: Why Focus on Customer Experience 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...
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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...
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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!)
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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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