Customer Feedback Strategy

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 loing in Australia and The United States lo very similar. We speak, to all intents and purposes, the same language, we watch

Every day in companies around the world people sit down in meetings and decide today’s the day that they’re going to get serious about collecting customer feedback. Lots of

It’s been a busy six months.  You’ve rolled out a best practice transactional customer feedback process using Net Promoter Score® as your KPI of choice.

Unless you’ve been living under a rock for the past few years you’ll know the importance of and explosion in growth of on reviews. In

When you want to understand how customers perceive your business, its products and its services, a customer survey is often the first tool you reach

Sometimes Voice of the Customer (VoC) practitioners frustrate me. In this recent research, customer feedback professionals identified that their biggest barriers to a 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 ivery 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- customer advisory panel is a relatively new feature in the market research business.  Often, these panels are created by market research companies dedicated