Category: Customer Experience

Emotionality Predicts Better Then Ratings

We rely on signals sent by others to make all manner of decisions. From whether to invest in stocks, where to buy a home, how to dress, and what to eat, we care deeply about what we think others are doing. So it stands to reason that customers would seek out signals from others when …

After VoC Surveys, Then What?

Survey methodologies like Net Promotor Score (NPS) or the Customer Effort Score have become common knowledge among many business leaders. These approaches promise users a route to benchmark their performance to a peer-group using an easy to understand rating scale. The NPS methodology was my introduction to customer experience design nearly ten years ago, and …