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Voice of the Customer
Did The Depp vs. Heard Trial Lawyers Miss Critical Data Points?
How did the social media forensic experts “quantify” online commentary towards both actors in the Johnny Depp vs. Amber Heard defamation trial? Based on testimony, a simple Boolean data query was used that did NOT factor in user shares and mention interactions in their evaluation. Part of a social media forensic expert’s job is to do […]
Back To The Basics
“Going back to the basics strengthens your foundation” – Anonymous I wish I knew who it was that said this, as it is very on point. Going back to the basics means just that: The basics. Ground zero. The fundamentals for whatever discipline your business follows. With every discipline there is a starting position — […]
Earning The Client’s Trust
I once heard Alex Rodriguez (“A-Rod“) respond to an interview question regarding the strikeouts he had throughout his career (2,287 if you’re counting). In a very composed manner, Alex responded by saying “I’ve been at bat over 10,000 times during my MLB career. The more times you get to bat, the more swings you can […]
The Importance of Paying Attention
The late, great comedian Robin Williams once said, “You will have bad times, but they will always wake you up to the stuff you weren’t paying attention to.” Early in his career, Robin Williams practiced as a mime in Central Park. He did so to fine-tune his audience perception skills by saying nothing and allowing the […]
Wall Street vs. Voice of Consumers
Everyone loves a good underdog story when the little guy goes up against the giant and wins. However, in the case of GameStop stock and individual investors vs. short selling hedge fund portfolios, who is David and who is Goliath? If you haven’t heard the story about GameStop stock this week, this video from C|NET […]
Voice of Consumer Should Lead Product Innovation
Consumer feedback has become the most important factor for delivering an exceptional user experience. However, many organizations with great product and service ideas never achieve market success because they failed to understand and meet the needs of consumers. Your organization might have the best expertise in the space where you operate, but that professional knowledge […]
Deciphering Customer Intent With Conversational Analytics
We’ve heard the buzzwords: artificial intelligence (AI), natural language processing (NLP), predictive analytics, and even internet of things (IoT). What does this technical jargon really mean for a business struggling to gain a competitive advantage? Many companies often fall into the trap of chasing every new tech-enabled solution to help improve their customer’s experience and […]
The B2B Customer Experience IS Personal
Faced with an increasingly turbulent world, it is more important than ever for companies to pay attention to what their consumers are saying about them and use the insights acquired to continually improve and maintain a competitive advantage. B2B organizations recognize that valuable customer feedback can be sourced beyond focus groups, questionnaires and surveys. Today, […]
Consumer Behavior Has Changed
As restrictions around the world ease and consumer spending begins to reappear, the buyer’s journey needs to adapt to the next new normal. Even as the COVID-19 crisis continues, consumer behavior has changed with lasting implications. The ripple effect caused by these changes can force any business to think and operate differently in order to […]
Customers are Talking. Are You Listening?
The term Customer Experience is used to describe the interactions consumers have with brands, product offerings, price, customer support, website usability, and so on. Today, 84% of organizations are competing on customer experience, with 75% of consumers believing that customer experience is the clear indicator for how much a company values them (Forbes.com). With so […]
Business (not so) As Usual
We at Metric Centric hope that everyone is staying healthy and safe during the COVID-19 Coronavirus global crisis. We look forward to the day when we can once again meet with our clients in person. Until then, please know that our thoughts and prayers are with all of you. In the meantime, we are ready […]
Know Your Baseline
Federal agencies are grappling with how to interpret and implement the latest guidance from the Office of Budget and Management (OMB) in Circular A-11. Section 280 outlines details on how agencies are expected to measure and manage customer experience and improve service delivery for citizens moving forward. More than a footnote in the Federal Registry, […]