Tag: Voice of the Customer

Why Most Surveys Suck

Let’s be honest, most surveys suck. When was the last time you said, “Wow! That was a great survey experience,” as a customer? I’ve never heard those words. I know for a fact that surveys can improve the lives of experience managers and customers alike, and there’s no shortage of data, expert advice, and consultants ...

Target On Trial: The Enhancer That Broke Customer Trust

I hail from Minneapolis. The bold, urban north that houses the headquarters of many Fortune 500 organizations, including the retail giant Target. I used to be a level ten Target groupie, not just because of the influence they have on the city that I call home, but due to the fact that they have always ...

What Comes Before “The One Number You Need To Grow”

About six months ago, the survey that I’ve been working on for almost two years went live. It’s the first step toward revitalizing our Voice of the Customer program. In the beginning, I recognized that capturing actionable data will be very challenging and essential to gain traction. The old survey had been stagnant for about ...