Can you be customer-centric without knowing your customers’ opinion? Voice-of-the customer (VoC) is the methodology for knowing, actually a real-time process of getting to know… Read more »Speaking about VoC@Pharma @Reuters Pharma 2023
UPDATE: Unfortunately, I had to decline joining this fabulous event due to personal reasons. So, in contrary to the initial announcement I will not be… Read more »How to make metrics guiding CX in pharma? – Meet me in Zurich
Some inspiration for the new year, an eye-opening compilation of “10 Stats that show the power of the CX industry” by Blake Morgan @LinkedIn. My… Read more »Blake Morgan’s 10 stats that show the power of the CX industry
Honestly spoken, I had been very much surprised by this statement by Amazon-founder Jeff Bezos‘ as Amazon is known as such a strong data-driven and… Read more »Taking anecdotal feedback serious
Blackdot recently held a webinar on metrics around CX transformation, featuring Charles Waterfield, Director of Commercial Excellence and Innovation at AstraZeneca, as a guest speaker.… Read more »“CX transformation: the metrics that matter” (webinar recording)
Blake Morgan has posted an exciting article on “The 20 Best Customer Experience Metrics For Your Business” @LinkedIn. <sic!> “Customer experience is all about customers,… Read more »Inspiring overview of CX metrics’ types
Amazon’s online pharmacy PillPack is dramatically outperforming competition in NPS score. With PillPack reaching an NPS of 80 (where scores above 70 are considered “world… Read more »PillPack (by Amazon) is NPS-outperfoming pharmacy market
Evernote has published an case study on how MailChimp turned data into action with Evernote Business. There might be same bias with the solution due… Read more »How MailChimp turned data into action
Forrester has published a case study about how Etsy invests in customer understanding to steer growth. Outcomes: 10% lift in ability to find desired search… Read more »Cross-functional collaborative research
Forrester has published an inspiring case study on how the American Cancer Society used measurement to optimize CX. With the following outcomes: 10% increase in… Read more »Outcome-driven CX measurement by a medical association