customer feedback

5 Quick Wins for Your Net Promoter™ Programme

When implementing a Net Promoter programme, many organisations grow impatient. The initial business case may look compelling, but it may take months or even years before the results from acting on customer feedback show up in the (financial) numbers.

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5 Fails to Avoid with Your VoC Program

I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017.

Not seeing the results or improvements you expected to see from your customer listening efforts?

Why is that? What's going on?

I've been known to cite two reasons for VoC program ineffectiveness:

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How to win in the age of the customer in a digital world

Winning your customers and providing extraordinary customer experience has been always a difficult task. In the digital world it has become even harder, because you need to find the right strategy and in the same time to transform and adapt your business model to the new requirements and fast changing environment. 

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Brand Book Bites from Hug Your Haters

The book: Hug Your Haters: How to Embrace Complaints and Keep Your Customers, a vital resource for leveraging customer service as marketing

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Best Practices for Delivering Excellent Customer Service Across Channels

Guest post by Veronica French 

In today’s real-time economy, customers have high customer service expectations. Excellent customer service starts with offering a speedy and seamless experience across your support channels. How will your company keep up with demand and deliver great omni-channel support?

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Faster Horses... and Customer Outcomes

Are you asking your customers the right questions?

We all know the Henry Ford quote that goes like this:

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Grow Your Business through the Power of Listening to Customers

Are you listening to your customers? Do you understand what they are trying to achieve? Are you using what you hear/learn to actually design a better experience for them?

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Outside-In vs. Inside-Out Thinking

In the world of customer experience, what's the difference between outside-in and inside-out? 

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The Many Voices of Customer Experience

There are many voices you need to listen to when developing your customer experience strategy.

You listen to your customers and to your employees. You do listen to them, right? Both of them?

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Making Sense of Customer Words

I originally wrote today's post for Confirmit in May 2013. I've made some modifications.

How do you make sense of your customers' words?

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