Posted by Rant & Rave
For many brands, Voice of the Customer is just an expensive add-on. It’s a nice to have, rather than a need to have. Often this attitude is the reason Voice of the Customer doesn’t have enough...
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August 25, 2016
Topics:
Voice Of The Customer
Posted by Sam Roberts
Have you heard the news: emotion is the key to winning the hearts and minds of your customers and employees. In fact, Forrester has even gone as far as to state emotion is the key to CX loyalty.
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August 24, 2016
Topics:
Customer Emotion,
Emotional Engagement
Posted by Rant & Rave
Customers have rarely been involved in product development in the past. This is surprising since they’re the ones that will eventually be using them. In most scenarios, feedback from previous models...
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August 23, 2016
Topics:
Customer Feedback
Posted by Rant & Rave
Most Voice of the Customer programmes are reactive – they wait until customers flag up problems through negative feedback before they resolve an issue.
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August 22, 2016
Topics:
Customer Feedback
Posted by Rant & Rave
Voice of the Customer programmes are nothing new. But, despite this, many brands just aren’t driving their programmes beyond the basics. They’re sticking with the same processes and the same feedback...
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August 19, 2016
Topics:
Voice Of The Customer
Posted by Rant & Rave
Only a decade ago the typical working office looked very different, more often than not it would be four off-white coloured walls and a bunch of desks. But with the rise of Google and a shift in...
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August 18, 2016
Topics:
Employee Engagement,
Agent Engagement,
Frontline Engagement
