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Using Surveys to Predict Customer Loyalty

Using Surveys to Predict Customer Loyalty

Alexander Edwards, president, Strategic Vision, explains that surveys can help predict future behavior.... [more]

Customer Journey Maps

Customer Journey Maps

Lisa Custer, principal, Firefly Consulting, suggests using a customer journey map in order to use your... [more]

Voice of the Customer: Connecting Through Emotion and Quality

Voice of the Customer: Connecting Through Emotion and Quality

In this episode, Lisa Custer, principal, Firefly Consulting, explains the multiple uses of a customer... [more]

Predicting Future Behavior

Predicting Future Behavior

Alexander Edwards, President, Strategic Vision, explains how to use voice of the customer to predict... [more]

Customer Journey Maps: Tool and Example

Customer Journey Maps: Tool and Example

Lisa Custer, Firefly Consulting, discusses how to create a customer journey map, how it becomes more... [more]

The Voice of the Customer

The Voice of the Customer

This episode discusses converting the voice of the customer (VOC) into... [more]