Posted by Mike McMaster
We've all seen the statistic that says that 4% of unhappy customers will actually go on to tell the company about their problem - clearly a huge problem for any organisation.
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November 10, 2014
Topics:
Customer Feedback,
Blog
Posted by Mike McMaster
The Observer Effect lurks in the depths of quantum theory and chucks up a challenge to scientists - the act of measuring something changes the thing that is being measured.
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October 23, 2014
Topics:
Voice Of The Customer
Posted by Mike McMaster
When we want customer service, we tend to want it to be a good experience. And how long it takes is certainly part of the mix – it is one of the 4 key drivers of whether a Customer Experience is easy...
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August 28, 2014
Topics:
Customer Experience,
Customer Experience Management
Posted by Mike McMaster
I went to see my bank last week. This doesn't happen very often, as I'm hardly a major client, and they have a habit of only being open when I am at work.
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August 25, 2014
Topics:
Customer Loyalty,
Voice Of The Customer
Posted by Mike McMaster
Customer experience causes trouble. As soon as you start asking customers for feedback, and letting them have their say, in their own words...they have a tendency to tell you exactly what they think.
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July 27, 2014
Topics:
Mobile Communication,
Mobile Customer Feedback
Posted by Mike McMaster
My homework this weekend was to sort out some flights, as my wife and I are heading abroad for a couple of weeks in September, and we like to plan ahead.
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July 21, 2014
Topics:
Customer Feedback,
Word Of Mouth
