Today’s blog post is the last in a series related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. I learned to digitize to personalize. Data-informed organizations better serve customers by tailoring offers, activities, and amenities based on shared preferences, past interactions, current
Last week, I placed an order for a case of wine that shipped via FedEx Home Delivery® on Nov. 25th. On Nov. 28th I received a text from FedEx informing me that my delivery was scheduled for the following day, Nov. 29th. The text stated that ID and signature would
Voice of the Customer (VoC) is how companies hear, listen to, and respond to customer feedback about their brand, products, and services. This data comes from a variety of sources, including: Surveys (internal and external/third-party) Online reviews (TripAdvisor & Yelp together host >750M consumer reviews) Support tickets Facebook comments (5
There is a lot of talk about voice of the customer (VoC) in customer experience (CX) circles. Most of it has to do with sifting through lots of data to determine what customers say about their needs and their perception of how well companies meet those needs. Sometimes the data
The statistician W. Edwards Deming once said, “In God we trust; all others must bring data.” When I begin a project, the first thing I do is gather data to assess the current state of service quality. I do so by interviewing stakeholders such as managers, hourly employees, and, when
The statistician W. Edwards Deming once said, “In God we trust; all others must bring data.” When I begin a project, the first thing I do is gather data to assess the current state of service quality. I do so by interviewing stakeholders such as managers, hourly employees, and, when
The Revelation Conversation is Here!
