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The importance of measuring the right things

If you’ve been a regular reader of this blog, you’ll be familiar with our passion for Voice of Customer and our belief in the value of metrics generated through opt-in feedback processes. If we had...

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Location, location, location: The key to real estate – and VoC – value

The CX LabNotes blog has long been a proponent of the power of customer-initiated engagement – that is providing your customers with the opportunity to talk to you on their terms whenever, wherever and...

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