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
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
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 Gareth Rees
Have you seen the TEDx talk Logan Laplante gave on Hack-Schooling?
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October 29, 2014
Topics:
Customer Feedback,
Blog,
Hack-Schooling
