Customer Experience & VOC

  • Framework for Quality of Customer Experience (QCE) Management

    Building Blocks that Support your Customer Measurement System, Changing Goals, Processes, and Executives’ Practices

    by Susan Aldrich
    How do you create your own living breathing Customer Flight DeckSM? We offer an architectural framework for dealing with data collection, Customer Flight Deck presentation, and the layers in between.
    Dec. 20, 2001
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  • Designing a Customer Flight Deck(SM) Performance Management System

    Introducing a Performance Management System for the Customer Economy

    by Patricia Seybold
    Designing a Customer Flight DeckSM System can help you move your company from being product-centric to being customer-centric.
    Oct. 25, 2001
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  • Measuring Moments of Truth:

    Prioritizing Your Measurement of Quality of Customer Experience

    by Susan Aldrich
    Understanding how Quality of Customer Experience (QCE) metrics differ from quality of experience (QoE) metrics will help you deliver the quality of experience your customers expect.
    Oct. 11, 2001
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  • The Customer Revolution

    How to Thrive When Customers Are in Control

    by Patricia Seybold
    In The Customer Revolution, the essential truths of business today are identified: “The Internet economy is the customer economy, and the fundamental source of value in the new customer economy is customers.” In the customer economy, the depth of your customer relationships is directly proportional to the value of your business. Attracting and retaining customers will be the core competencies of successful firms. Companies will be increasingly valued based on how they build relationships with their customers and on those customers' long-term value to the company.
    Jun. 1, 2001
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