In today’s experience economy, customers aren’t just buying products or services, they are buying the experience too. Having the best product in the market does

Going beyond quantitative metrics to qualitative insights in Voice of the Customer programmes In today’s business landscape, post-interaction customer calls and automated surveys have become

Have you ever felt like customers are holding back in interviews? They answer questions, but something tells you they aren’t revealing the full story. That’s

Would you ever tell a friend you had a “4/5” experience with a company? Of course not. That’s just not how we talk or communicate.

Retailers have long relied on a variety of tactics to influence consumer behaviour. Many of these strategies – such as strategic product placement, psychological pricing,

Most companies think they are listening to their customers because they conduct interviews, collect feedback, and compile reports filled with quotes and anecdotes. But true

Why Decoding Customers’ Real Needs is Critical Many businesses believe they’re listening to their customers simply by collecting feedback. Surveys, ratings, and open-ended questions often

A friend recently shared his experience with me of providing feedback after buying his new vehicle. As a Voice of the Customer specialist, his response

Opinion by Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab Empathy is a key differentiator in creating exceptional customer experiences in an increasingly