Posted by Andy Scott
A number of clients I work with in the Contact Centre environment offer customers the chance to share any feedback they may have on their experience with the brand. This is very important in today’s...
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March 2, 2015
Topics:
Contact Centre,
Customer Experience,
Voice Of The Customer
Posted by Vicki Bleakley
It’s a fairly well known fact that asking for feedback and then doing nothing with it is worse than not asking for feedback in the first place... So why do so many Service companies do this? To try...
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February 11, 2015
Topics:
Contact Centre,
Voice Of The Customer
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
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
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
