By now you've heard this a million times: "Customer experience is the new competitive battlefield." There is no shortage of companies that are looking to customer feedback to guide their strategy for improving CX. Yet, in early stage companies, the CX champion is often someone in Product or Customer Success--who may or may not be an expert in customer research and analytics. Even in companies that are large enough--or growing fast enough--to have a dedicated Customer Insights role, it isn’t always clear what strategies and tactics will deliver ROI. This new ebook from Wootric provides a simple, much-needed roadmap for building out a modern Voice of Customer program.

Thanks for hunting the book @nikkielizdemere! At Wootric, we spend a lot of time advising companies on CX strategy and how to take a modern approach to customer feedback. It made sense to me to gather that strategic perspective into an ebook, and I hope you find it useful. Shout out to Wootric leadership including Chief Customer Officer @jesshanghai and head of Customer Success @sarang_bhatt for letting me interview you (ok, mind meld) to capture Wootric’s expertise. And special thanks to my co-author @seancook, whose first-hand experience running CX program analytics at Intuit and PeriscopeData spans every single stage of company growth. Please hit us with your feedback on the book and any CX questions--we’re all ears.

What an awesome project!

Interesting read.

Just got my copy!