customer feedback

Talk to Your Customers!

Are you listening to your customers and really, really hearing what they're telling you? 

Don't think that's important? Then be sure to read all the way to the end of this post - the proof is in the pudding!

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Customer Experience Optimization Is a Round Trip

Today I'm pleased to present a guest post from Sarah Simon.

This post marks another installment in Sarah's series on lessons from the high country.

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The Art and Science of Customer Insights

Brand as business bit: The combination of listening to customers and digging into data is only one of the many fascinating insights revealed in Brad Stone‘s expose on Amazon and its CEO Jeff Bezos, THE EVERYTHING STORE

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VOC: Shifting from Asking to Listening

What is your VOC approach? Are you listening to customers, or still/only asking?

As part of the CX Day celebration earlier this week, I moderated two Google Hangouts, one for Australia and one for the Pacific Time Zone. In the former, we discussed the state of customer experience in Australia, while in the latter, our topic was the shift in VOC efforts, from asking to listening.

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Strategy and Customer-Centricity: Relax, It’s OK To Be Just OK!

What Is The Achilles Heel of Strategy?
My colleague and I put our whole selves into our work talking with folks in the business, listening to customer conversations, reviewing research, looking at competitors and trends, looking at various approaches, evaluating these approaches and coming up with optimal course of action for our client and our client’s customers.

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Strategy and Customer-Centricity: Relax, It’s OK To Be Just OK!

What Is The Achilles Heel of Strategy?
My colleague and I put our whole selves into our work talking with folks in the business, listening to customer conversations, reviewing research, looking at competitors and trends, looking at various approaches, evaluating these approaches and coming up with optimal course of action for our client and our client’s customers.

Continue Reading

If a Tree Falls in the Forest...

If a tree falls in a forest and no one is around to hear it, does it make a sound?

We've all heard that saying, right? Or perhaps you've heard the modern version: If a tree falls in the forest and no one tweets about it, did it really happen?

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McDonald’s Wins on the Fast Food Jobs-to-be-Done That Matter

Consumer Edge Insight conducted a survey of consumer perceptions about 20 different fast food restaurants. Specifically, how are they ranked by consumer perceptions on different attributes, such as:

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20 Signs That It's Time for a VOC Redesign

I recently met with a company that has been a client of ours for the last five or six years. During that time, there have been personnel changes on our team and on theirs. As a matter of fact, none of the original players on either side is involved any more. As we talked through our account review, it became painfully obvious that it was time to scrap what had been designed long ago and start over. It's time for a refresh.

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Why Are Companies Not Responding to Customer Complaints in Social Media?

Guest Post by: Jo Stratmann

Though there are several opportunities for using social media as a customer service channel, but while customers are using social media to lodge complaints, the majority of them are not receiving an acknowledgement or response from the service or product provider they are complaining about/to.

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