The Bridge

Someone said the quiet part out loud: "Wait. You charge that for just conversations?" I smiled. I understood. And I want to address it head-on, because if one person was bold enough to say it out loud, a hundred more have thought it. So get comfortable, friends, while I tell you what this work actually is. First, what it isn't. It isn't market research in the traditional sense. We're not building audience personas; we're not creating demographic profiles or segmentation maps;

Can I start by asking you a question before I share with you one of my favorite questions? Where are you in your journey of listening to your customers? I've met people who are at all different stages, with all different kinds of data, and some without any real data at all. They're just kind of...winging it. But no matter where you are in your journey or even how big you are of a company (I talked with a really, really big company recently and learned even with top consulting

One of my favorite things to do when I worked in oil and gas was tag along for business development meetings. I loved sitting there quietly, observing the mannerisms and shifts in tone. I learned a lot about human behavior and the art of asking the right questions sitting in those rooms. I learned even more when I sat across the table from our customers in hopes of learning why they felt they way they did. It's important to understand that asking a question and conducting a V

A case study featuring what 1:1 Voice of the Customer conversations uncovered before a major product launch and how those findings transformed the team's thinking. A growing brand with a loyal, engaged customer base came to ElucidCX with a high-stakes question: We're about to launch something new, but will our audience use and like what it is? They had strong signals of product-market fit in their existing offering. Their audience loves the current deliverable, but the produ

Your customers are talking about your business to peers, colleagues, in Slack channels and text threads, and over lunch. They're recommending you (or perhaps even talking themselves out of recommending you) in conversations you will never be in. So…what are they saying? Here's a quick, yet helpful, exercise. It will take you less than 10 minutes, and it will be a worthy investment of your time. Ready? Let's go: Think about your three best clients; the ones who've been with yo

There's a question I get asked more than any other when I explain what ElucidCX does. It's not, "How does that work?" or "What does it cost?" or even "How long does it take?" It's: "Wait — this is a thing?!" Yes, talking directly to customers to hear their feedback and then create a strategic plan of action for growth is indeed a thing. For a while, I took that as a marketing problem. Maybe I wasn't explaining it well enough. (Of course, that's always a potential problem. It

There's a particular moment that happens in almost every Voice of the Customer engagement I lead. It comes during the presentation of the Insights Report, when I'm sharing what the customers actually said; it's their customer's real words, in the order they chose to use them. The leader across the table goes quiet. It's not an uncomfortable quiet, it's more like the quiet of someone who just heard something they've been trying to figure out how to put words to, and it turned

Ready to conduct Voice of the Customer conversations? Here are the questions you need to ask yourself before you ask your customers anything.

After a substantial amount of one-on-one Voice of Customer conversations across industries, I can tell you this: It’s almost never what leaders expect. One of those phrases we hear the most is, "I had no idea." Here are five things your best customers would likely say...if you just asked.

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Customer experience (CX) is no longer a marketing buzzword; it has become a critical differentiator for businesses across...

​Chances are, you’re inundated with AI-powered customer feedback through a variety of channels — surveys, chatbots, social media. Businesses that you interact with are desperate for your feedback. And you know this because you're desperate for your customers' feedback, too. AI is an incredibly powerful tool for processing vast amounts of data in a pinch. However, while AI proves to enhance efficiency and scalability, there’s a vital component still lacking for businesses inte

The future of customer experience (CX) isn’t just about better dashboards or faster response times, it’s about better conversations.

Find out how you can bridge the CX perception gap between what you think you know about your customer and how your customer actually feels about your brand.

Discover the story behind ElucidCX, a company built on the belief that real customer connection starts with conversations.