As a customer experience (CX) team lead, John was well-versed in the various mechanisms to capture the voice of the customer, from five-point Likert scale surveys to rich in-person interviews. He found great value in customer interviews because they were a useful method to gain rich customer insights, but he often found it difficult to fully capture the rationale for customer thoughts and challenging to convert qualitative feedback into actionable insights for his peers.
August 21, 2019
Thinking about a website redesign? Don’t forget about the customer.