Category: Voice of the Customer

• Customer Engagement Customer Experience Design Feedback Personas Voice of the Customer

  The Role of the Persona is Shifting

  I have been a proponent of using Personas to assist in the design of digital interfaces since 2003. I still believe in them, but I think their role has shifted and has perhaps become a bit diminished. Personas are user archetypes, models of groups of users that help define features, requirements…

  April 10, 2012
• Customer Experience Social Media Social Networks Voice of the Customer

  Consumers Wield New Found Power – Is it Being Abused?

  I have always been an advocate for listening to the voice of the customer. In the eighties I was the GM for a bookstore chain. From time to time I would receive letters from customers who had an unpleasant experience with a staff member, or felt our practices, or title…

  November 7, 2009
• Customer Experience Feedback Voice of the Customer

  Improving the Customer Experience Begins with Active Listening

  This is an expanded version of a presentation I gave at the Customer Experience Summit on May 13, 2009 at The Art Institute of Chicago. The event was hosted by TeaLeaf and OpinionLab. Feedback, Voice of the Customer, whatever you want to call it is not new. It was born with that first…

  May 13, 2009