Why Customers Lie in Surveys and What to Do About It
Let me admit something that puzzled me for a long time. I was working on a project where the company was collecting customer feedback systematically. The sample sizes [...]
Silent customer signals determine their departure
Most organizations still base customer experience (Customer Experience, CX) management on explicit feedback — typically metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), or post-interaction [...]
The paradox of the closed loop in CX feedback
Closed-loop feedback management has become a standard part of advanced customer experience (CX, Customer Experience) management programs. The principle appears flawless: the customer provides feedback, the company responds, [...]
When the voice of the customer distorts reality
Open-ended responses in customer surveys have long maintained the status of the “gold standard” of Customer Experience (CX). They capture the authentic voice of the customer, provide context, [...]
When feedback becomes a burden for the customer
Customer experience (Customer Experience, CX) has in the last decade become one of the main pillars of competitive advantage. With this, the pressure for systematic measurement is also [...]
Customer silence is a warning signal, not satisfaction
Most companies work with the voice of the customer. But in reality, they only listen to those who speak up. And that is a fundamental problem. According to [...]
Speed determines who survives and who disappears from the game.
Customer expectations today do not oscillate in quarters, but in hours. What still represented a premium yesterday is today perceived as a given. In this context, traditional, retrospectively [...]
