In the on-going war to increase customer loyalty, should you focus more on responsiveness or that cool new feature? Halve your telephone queue wait time or revamp your website? These are difficult questions to answer but Kano analysis is one tool that you can use to help you make a decision. [Read more…]
Acting on Customer Feedback
Acting on customer feedback is not always as straight forward as it might seem. This series of blog posts will shows you exactly how to use the data your have collected from customers to increase customer loyalty and lower business costs.
The 5 Whys is one of the most commonly used quality system tools. It is a simple and methodical way to identify the root cause of an issue.
When applied to Customer Feedback you can convert “interesting feedback” in to root causes and actions plans to drive improvement in your customer experience.
If you didn’t get a chance to attend the webinar, we have recorded it for you!
If you have any questions or comments about the video, please drop us a message below!
Over the last 18 months or so, we have been working with an innovative client who has looked to their customers to co-create their business model, products and loyalty strategy. It has been an exciting and thrilling journey in a typically conservative industry; financial services. In their case, an online, conversational community was an invaluable supplement to focus groups and market research. And the conversation has been extended to social media such as twitter and Facebook.
This experience has us thinking about the opportunities organisations (those not afraid of public dialogue with their customers) have to develop new products in concert with their customers. [Read more…]