Customer Feedback

Closing the loop with your customers

While a majority of companies gather some form of customer feedback, even today a surprising number do not 'close the loop' by communicating back to their customers. Find out why you must.
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Written by Martin Calvert on 12 September 2013 at 10:09
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The CEO Must Lead the Change

It is fundamental that CEO’s ensure that customer insight is no longer purely the preserve of Marketing and that the information is available across the business
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Written by Keith Schorah on 04 May 2011 at 00:00
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Escaping the commodity price hike with Voice of the Customer

The adoption of Voice of the Customer by the leading European manufacturing companies is resulting in significant increases in customer retention
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Written by Keith Schorah on 27 April 2011 at 00:00
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Why Voice of the Customer is Vital for Commercial Survival

Since the advent of the Global Banking Crisis the economic landscape has changed almost beyond recognition. Market volatility has become the norm with an ever increasing trend of price sensitive customers who have far lower levels of loyalty and are less tolerant of poor customer service.
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Written by Keith Schorah on 19 April 2011 at 00:00
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Becoming Customer Centric is about People inside your organisation

When implementing customer experience improvements such as Voice of the Customer programmes, employees need to be informed and interested in the project as they are key to delivering the customer experience.
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Written by Keith Schorah on 23 March 2011 at 00:00
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