The Local Government Association (LGA) is the national voice of local government which works with councils to support, promote and improve local government. It is a politically- led, cross-party organization that works on behalf of councils to ensure local government has a strong, credible voice with national government. It aims to influence and set the political agenda on the issues that matter to councils so they are able to deliver local solutions to national problems.

There is a ton of different customer listening posts and types of customer data these days. Data come in all different shapes and sizes: structured, unstructured, solicited, unsolicited…oh my!

When customer experience professionals talk about Voice of the Customer, there’s often an assumption that we’re always talking about B2C organizations; retailers, banks, insurers, hotels etc. But what about Voice of the Customer for B2B companies?

 Have you registered for CCC’13 yet? Many of your peers are already signed up and ready to join us in London and Las Vegas. There are still spaces left, though, so you can still register today!

Following our previous post in which we discussed the rationale and preparation for conducting stakeholder interviews before embarking on a VoC program, here we’ll talk about what to do immediately prior to, during and after the interviews to make sure you get the most from the process.

What is a stakeholder? And why should I interview one? According to merriam-webster.com, a stakeholder is “one that has a stake in an enterprise” or “one who is involved in or affected by a course of action.” Basically, a stakeholder is someone with an interest in a project or process and will affect, or be affected by, its outcomes.