Posted by Rant & Rave
A question we often hear people in the CX community ask is: “Why is my Voice of the Customer programme not going to plan?” Now, to be honest, this question is a tough one to crack. Part of the...
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September 30, 2016
Topics:
Voice Of The Customer
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 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 Sam Roberts
How would you find out the number of dissatisfied customers that you’ve had this month? Would you look at feedback forms which gave you a poor rating?
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August 1, 2016
Topics:
Voice Of The Customer
Posted by Sam Roberts
Customers aren't completing surveys, so what can you do? We believe that the time for surveys has long gone, customers aren't engaged and brands are wasting valuable resource.
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June 10, 2016
Topics:
Customer Surveys,
Voice Of The Customer
Posted by Maria Gray
Companies that have gone to market with a differentiation statement on service or experience have a higher cause than just making money. Customers buy into this vision and brand; the idea that...
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September 24, 2015
Topics:
Voice Of The Customer
