Optimize for Loyalty

Optimize for Loyalty

In the age of mobile, not all brands are created equal. Most people reading this have probably received at least one customer experience survey in the past year. I receive a lot of them, and most recently I received one from a brand I quite like. To be honest, I’ve...
See the Forest and the Trees

See the Forest and the Trees

In his article Why Voice of the Customer Lacks Punch And What You Can Do About It, Maz Iqbal makes the case for the value of face-to-face customer engagement. VoC programs in general, he argues, are too wrapped-up in top-level decision-making and numbers-driven...