Category Archives: Voice of the Consumer

The Organizational Benefits of Practicing Customer Empathy

In our personal relationships, the role of empathy is clear. The best relationships are founded on connection and understanding. In order to form these deep bonds, human beings must be able to share their feelings, understand their context, and comprehend the feelings of others. Empathy naturally motivates generous behavior and encourages loyalty in return.Individuals develop... Read More

This Year, Resolve to Make a Habit Out of Conversations with Customers

Countless brands talk about customer centricity as being a part of their culture, and that trend is growing. Forrester predicts that the number of customer experience (CX) executives will grow by 25% in 2020 as “CX initiatives move out of the experimental phase and prove their contributions to top- and bottom-line growth.”However, Forrester continues, many... Read More

What is Customer Perception

What is Customer Perception and Why is it Important? Customer behavior is driven by more than logic. The perceptions customers have of your brand, its products or services, and its values can have a serious impact on how they interact with you and how they buy. In fact, fostering positive perceptions can help you build a... Read More

Building Your Customer Insights Brain

“I just want to talk to a customer” — Having used video conferencing tools like Skype and WhatsApp in their personal lives, clients sometimes tell us that they simply want to have conversations and don’t care what happens to the footage once the conversation is over. Their familiarity and comfort with video-based conversations certainly help... Read More