Tuesday, February 26, 2013

Lifecycles, metrics, and presentations, oh my!

I was recently a guest lecturer for an MBA class, where I presented on using customer experience in a social enterprise. You can watch the full video here, but you can consider this the highlight reel!

Friday, February 15, 2013

Voice of Customer Feedback in Frontier Markets (Part 2)

Yesterday I identified a few ways to engage your customers to listen to their opinions, wants and needs. But in some frontier markets, customers are not very accessible for face to face focus groups. At the same time, companies have a tendency to focus on customer feedback from the capital city where they are based, and do not sufficiently gather insights from more rural populations. Although it is not always a preferable solution, technology such as SMS and social media can provide other ways of engaging the remote customer.

Thursday, February 14, 2013

Voice of Customer Feedback in Frontier Markets (Part 1)

Customer Experience relies on an ongoing conversation with your customer, and there are many ways that this can be done. Ideally, voice of customer (VOC) feedback should provide both quantitative and qualitative insights to improve the customer experience as engagement takes place. You use this as part of customer experience design, and then also plug it into ongoing VOC monitoring that can serve as a source of metrics. You can use qualitative feedback to identify new solutions to ongoing customer issues, and can also go back to that customer to ask further questions. In emerging and frontier markets, this is just as important. Some methods need to be altered for these markets, and there also exist specific approaches that work well in these markets.

Wednesday, February 6, 2013

Citizen engagement in government and customer experience may have more in common than you think

At today's Technology Salon at IREX, I heard many ways Customer experience (CX) and citizen engagement practitioners could learn from one another. The focus of the Salon was empowering developing world citizens to define what a government should do, see it enacted, and rate the result. And by the way, how can ICT's facilitate and accelerate it? Change the word “government” to company, and it sounds like CX practitioners focused on customer loyalty.