Posted by Mike McMaster
21 years ago, back when Justin, Britney and Christina were all still in the Mickey Mouse Club, I was a young, very inexperienced Marketing Executive intern huddled over a high power (486) computer,...
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December 17, 2014
Topics:
Customer Satisfaction,
Customer Insight
Posted by Mike McMaster
The suburban idyll at Chez McMaster was disturbed over the weekend – and the upset was caused by a Voice of Customer survey.
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December 1, 2014
Topics:
Customer Feedback,
Blog,
Voice Of The Customer,
VoC
Posted by Mike McMaster
Emotion is a powerful thing. But when it comes to customers and their money, I used to see emotion as something short-lived, and would look towards more concrete measures of customer behaviour to try...
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November 25, 2014
Topics:
Customer Feedback,
Blog,
Voice Of The Customer
Posted by Mike McMaster
Today’s Regulators are a far cry from the swiftly deputised cowboys of 1st March 1878 who dispensed “justice” by rifle, and ended up finding themselves on the wrong side of the law.
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November 18, 2014
Topics:
Customer Feedback,
Regulated Industries
Posted by Mike McMaster
I have just opened a new bank account. The first one in over 25 years. And all my fears about snail-pace bureaucracy, unintelligible forms, endless call management options (press 1 for a service you...
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November 12, 2014
Topics:
Customer Experience,
Blog
Posted by Mike McMaster
Or 80% of calls answered in less than 5 minutes? Nothing in life is certain except death and taxes. And the latter can drive you to yearn for the sweet release that only the former can bring.
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November 11, 2014
Topics:
Blog,
Customer Engagement,
Customer Emotion,
Customer Effort
