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When we work with clients on their Voice of the Customer strategy, there’s obviously a proactive research component included. And while many companies immediately consider a web survey as the sole source of customer feedback, when designing your Voice of the Customer strategy, first think about how your customers would prefer to share their feedback […]

When I was growing up, I would hear the phrase Listen Up frequently. It was usually being stated by adults who wanted to get the attention of a group of kids. It was usually stated loudly. It usually worked. At least for a minute or 2. As an adult in the working world, I now […]

I was talking to a client recently, and we discussed the importance of relationship-building in their position. So I asked, “How do you develop a relationship?” The client offered several points, one in particular piqued my interest – she said: “I have to understand how I communicate, and I have to be open to communicating […]