Why Customer Feedback Programs are Essential for B2B Companies
Traditionally customer feedback programs have been considered essential for business to consumer companies. When a consumer interacts with a brand,
Closed Loop Feedback
When Personal Best is Not Enough! The Missing Competitive Link in NPS.
“Every day in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it
Using Business Driver Data to be more Proactive with CX
In today’s blog I will be looking specifically at business drivers and how you can use business driver data alongside
Leading the Change for Customer Experience
There are many different theories and methodologies around change management, and in this weeks’ post I won’t be going deeply
Closed Loop Feedback Empowers the Frontline
What is closed loop feedback and how can it empower your frontline? Let’s see how Janet, a store manager at a
The Limitations of Frontline Focused Feedback Programs
I’ve recently come to the end of a very long drawn out relocation request with my home broadband provider; and
The Customer Experience Glossary – Part 1
Part 1 of 2, this post will list commonly used terms and words in the customer experience world to help
Why Closing the Loop is Essential for Driving Customer Advocacy
Many organisations survey their customers asking for feedback on products and services in hopes of closing the loop. Usually this
