What people say and what people actually do are two very different things. When asked, most of us say we eat healthy. But if you look at what is actually in our kitchens, you might find a lot of Gino’s pizza rolls and bags of chips with the phrase, “Made with Natural Ingredients” on them. What does this have to do with customer experience? Rachel Lane, The Customer Queen and Solutions Principle at Medallia, tells us that the best way to understand our customers is to look at the voice of the customer and their actual behavior through signals and data.
After you listen to this episode, you can find Rachel on Linkedin with a simple search or go to the Medallia blog or find her on twitter @RachelLane.
155 Rachel Lane Voice of the Customer + Behavior = Churn