Customer Feedback Strategy

The phases of customer feedback program failure are similar for most organisations. Let’s track through what happens.

When you want to understand how customers perceive your business, its products and its services, customer surveys have benefits that can be hard to match

Almost everyone who has presented negative customer feedback to a senior management audience has lived this scenario. The presentation starts well, everyone’s happy while you go

From the outside looking in Australia and The United States look very similar. We speak, to all intents and purposes, the same language, we watch

How to use customer feedback data to identify customer advocates and activate them to directly drive sales.

Unless you’ve been living under a rock for the past few years you’ll know the importance of, and explosion in, online reviews. Lead by Google,

Sometimes Voice of the Customer (VoC) practitioners frustrate me. In this recent research, customer feedback professionals identified that their biggest barriers to a more effective

Recently, there was much ado in Australia as the Federal Government slightly reduced (less than 10%) the amount of money that it gives to new

You’re all fired up to implement a new customer feedback process, secure in the knowledge that it will be the best your company has ever

Recently, a colleague of mine had an interesting conversation with the service delivery manager for a well known IT company. The discussion turned to customer

Mystery shopping has been with us for many years. And recently, a new way to measure the customer experience has become popular: transactional customer surveys.

The on-line customer advisory panel is a relatively new feature in the market research business.  Often, these panels are created by market research companies dedicated