customer feedback

Re-Thinking The Focus Group: Tropicana Design Flops

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Customers Are Talking: Using Reverse Logistics to Improve Products

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Customers Are Talking: You Can't Listen to Customers if You Hate Them

by: John Caddell

Every Tuesday, this space will cover "Customers Are Talking... Are You Listening?"

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Why You Should Listen to Customers Even if They're Wrong

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The Motrin Controversy

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How About Feedback From Passive Customers? Huh?

I have been working on some research this week, trying to improve my three-layer model for feedback management which relies on point-of-delivery, customer-satisfaction, and planning feedback events. See, for the most part I have been using it with clients to help them deploy feedback management strategies, mostly for support scenarios (it can be adapted to many situations, more on that another day). We have been assuming all this time that if we survey the people who interacted with us, we actually have a very good representation of the issues and feelings from our customers.

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How to Score a 90% or More Customer Satisfaction

Lots have been said about customer satisfaction see at the end of this entry for entries on this blog about customer satisfaction). Organizations struggle to get their customer satisfaction scores under control, they “need” or want to get them to a certain number (for some reason, 76% seems to be the magical number most of them are trying to reach today, slightly lower than the 80% we saw couple of years ago).

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Time to Start Listening to Front-line Employees

by: John Caddell

I have a colleague who runs a small outsourced contact center in the Pacific Northwest. I told him of my project to find and use stories from call centers to get more useful customer input. He said, "It's a great idea, but nobody listens to the reps."

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Nike McFly Update

by: Nancy Baym

One of the most read posts I ever wrote was this one about sneaker fan efforts to get Nike to manufacture the McFly seen in Back to the Future II.

They got their wish. Kind of:

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