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Voice of the Customer

Listen Up! Strategies for Hearing the Voice of the Customer (VoC)

February 20, 2018 by David Kay

VoC to the Rescue One of our clients does a fantastic job supporting a critical and complex hardware, software, and wireless networking solution.  But, they faced a familiar challenge: since […]

Filed Under: Voice of the Customer

Customer Effort Score (CES): The One Best Question for Transactional Surveys

August 10, 2015 by David Kay

We recommend replacing your CSAT question with a Customer Effort Score (CES) question. Unlike CSAT, CES measures things that are largely in your control.

Filed Under: Announcements, Measures, Voice of the Customer

Creating Customer Empathy in Executives

May 16, 2014 by David Kay

An executive at a software company was talking with me recently about the challenge of creating a customer-centric culture.  His company, like many, was built on a foundation of technical […]

Filed Under: Culture, Voice of the Customer

Map your Customer Experience…and Surprise Yourself!

October 10, 2013 by David Kay

“O wad some Pow’r the giftie gie us To see oursels as ithers see us!” Robert Burns Seeing ourselves as others see us is a gift.  And Customer Experience Mapping […]

Filed Under: Customer Experience, Voice of the Customer

Metrics Myth Nine: NPS is Whatever I Say It Is

March 23, 2013 by David Kay

I’ll just say it right now: I love the Net Promoter Score.  It may not be perfect, but in my experience, it’s the most powerful tool that Service and Support […]

Filed Under: Culture, Measures, Voice of the Customer

Little Data

December 20, 2012 by David Kay

You can’t escape hearing about Big Data right now—it has replaced “cloud” as the current hot buzzword in tech.  The idea is pretty simple: it’s easy to gather huge volumes […]

Filed Under: KM, Measures, self-service, Voice of the Customer

Summer Reading! The Intention Economy

June 20, 2012 by David Kay

This blog has no mandatory terms of service, installs no beacons or cookies (that I know about), and vends no third party ads (I hope—let me know if you see […]

Filed Under: Culture, Resources, Voice of the Customer

Just A Little About Surveys

April 18, 2012 by David Kay

Surveys are top of mind for me right now.  We’re in the middle of a couple of survey projects, and surveys inevitably come up whenever we talk about loyalty, satisfaction, and […]

Filed Under: Measures, Voice of the Customer

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Jun 24
June 24 @ 9:00 am - June 25 @ 1:00 pm

Intelligent Swarming Insights Workshop – June 2025

Aug 5
August 5 @ 8:00 am - August 6 @ 12:00 pm

KCS Leadership Workshop – August 2025

Aug 12
August 12 @ 8:00 am - August 14 @ 3:00 pm

KCS Practices & Certification Workshop – August 2025

Sep 16
September 16 @ 8:00 am - September 18 @ 3:00 pm

KCS Practices & Certification Workshop – September 2025

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