Why removing human bias is essential for your VoC insights program
Cognitive bias is a real problem in customer insights. How do you ensure that your bias isn't leading you down the proverbial garden path?
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A step-by-step guide to building a self service customer insights engine
Competitive advantage comes from embracing customer insights to drive commercial results. As more organizations bring their insights function in-house, how do you create a sustainable process for turning insights into commercial success?
4 ways to improve your Net Promoter Score (NPS)
A lower than expected NPS is not a reason to be discouraged, in fact, it’s the perfect catalyst for reinvigorating your business and your journey towards a truly customer-centric approach.
Why is qualitative customer data from multiple sources so important?
Your customer insights team should combine qualitative and quantitative data to gain a holistic understanding of the ‘why’ behind customer feedback. Here are a few suggestions....
Negative Customer Feedback is Your Golden Ticket to Deeper Customer Insights
Let’s be real here - if customers hate their experience with your organization, ignoring those issues is not going to improve it. Here's how to use these negative reviews to your advantage.
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