There’s a Story in Your Voice featuring Mike Kendall

Voice of Customer programs have evolved over the past two decades. CX pioneer, Mike Kendall, shares just how much has changed and what has stayed the same.

Not every song is a hit.This Elvis cut titled, “There’s a Story in Your Voice,” was not. No, not that Elvis. Elvis Costello is a member of the Rock and Roll Hall of Fame despite modest commercial success. His range, both in performing and writing, spans rock, jazz, R&B, country, Tin Pan Alley, and even classical music. This duet with Lucinda Williams, off the 2004 album, The Delivery Man, explores truths only revealed when we really listen to and/or share experiences with another person.

There’s a story in every customer’s voice as well, if we’re ready to listen and/or share experiences with them. VOC (Voice of the Customer) programs have existed for decades, but much like Elvis Costello’s music, they are ever evolving. Today’s guest, Mike Kendall, is pioneer in Customer Experience and Product Innovation with work spotlighted in Harvard Business Review, Fred Reichheld’s The Ultimate Question 2.0, and CustomerThink, and together, we explore the evolution of VOC.

We discuss:

Navigating Customer Feedback
The Role of Net Promoter Score
Human Factors in Customer Experience
Integrating Qualitative and Quantitative Insights
Operationalizing Voice of Customer
Understanding Customer Feedback Systems
Learning From Failures in VOC Implementations

Connect with Mike on LinkedIn

The Customer Lab

Music courtesy of Big Red Horse