Monthly Archive for: ‘January, 2011’

The Liability of Customer Feedback

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LOOK OUT! Customer feedback that is not acted upon can easily become a liability and damage brands long-term. Not willing to act on customer feedback? Consider not asking.

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Are you Company or Customer focused?

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A tedious and poorly thought through survey experience is itself a poor customer experience. Your customer survey speaks about the value (or lack thereof) you place on your customer’s time.

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Customer Surveys: Feedback is a Two Way Street

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As organizations focus on “voice of the customer” programs, you may notice that you are receiving more and more surveys. You purchase something at a store and your receipt provides you with an incentive to log in to their web site to provide feedback; you stay at a hotel and you are emailed a follow-up customer survey.

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