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DIY Loyalty Moves Voice of The Customer (VoC) To Voice Of The Loyal (VoL) .. Uhuh, Uhuh, Uhuh ..

by graham@customerresults.com | Aug 27, 2013 | Uncategorized

Much is made of the evolution of Voice of the Customer (VoC) programs over the past 30 years. VoC is defined by Adele Sage (@adelesage) over at Forrester Research as “a systematic approach for collecting customer feedback, mining that feedback for insights, and then...

Core Vs Casual Vs Aspirational – Does It Make A Difference In Your Customer Relationship & Experience Strategy?

by graham@customerresults.com | Aug 15, 2013 | Uncategorized

Energetic discussion #1 of the past couple of weeks has been the impact of Core, Casual and Aspirational customers on Customer Relationship Experience (CRX) strategy. A few simple definitions and some questions may help. Core Customer –the customer segment or...

Customer Relationship Experiences (CRX), Customer Experiences (CX) and User Experiences (UX) Explained (A Little !)

by graham@customerresults.com | Aug 5, 2013 | Uncategorized

Last week’s interesting travel conversation was about the difference between User Experience (UX), Customer Experience (CX) and Customer Relationship Experience (CRX). Thanks to Liz-Ann, my unfortunate victim, trapped by me in the Delta Sky Club. She is not in...

DIY Loyalty Moves Voice of The Customer (VoC) To Voice Of The Loyal (VoL) .. Uhuh, Uhuh, Uhuh ..

Core Vs Casual Vs Aspirational – Does It Make A Difference In Your Customer Relationship & Experience Strategy?

Customer Relationship Experiences (CRX), Customer Experiences (CX) and User Experiences (UX) Explained (A Little !)

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