Voice of the customer

Applying The Strategic Value Assessment Model for Innovation

{Author’s note: For the purpose of this article, value chain is defined as every element that goes into creating a final product or service, and who is sourced to provide various elements of it.} When the term “partnership” is used, typically one envisions a traditional arrangement where two or more parties share vested ownership and …

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Website Customer Feedback Tools review

6 types of user experience and online audience surveying tools to help create a more customer-centred website and brand Web analytics tools such as Google Analytics are used by nearly every company since they provide valuable quantitative data on site visitor behaviour. No surprise there. But web analytics systems don’t give direct qualitative feedback from …

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The best techniques to improve customer journeys?

Chart of the Day: Personas, Journey mapping, AB testing, VoC or NPS, which do you use? From our research on managing digital marketing it’s clear that there is a major challenge for many marketers of creating integrated strategies and communications plans. From a customer point-of-view there is also likely to be a poor experience if their customer journeys …

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