customer experience management
Let’s get straight to the point
by Piers Alington on February 2, 2012 at 2:19 pm
We’ve all been subjected to vast and indigestible feedback surveys, with page upon page of requests for your ratings on every conceivable subject about which the company wants information (but which may be completely irrelevant for you, the customer). And… Read more...
Are the banks heading for another crisis?
by Piers Alington on March 9, 2011 at 11:58 am
Bankers have had a pretty bad rap in recent years. The economic crisis and the near daily outcry over overinflated bonuses have sent their stock – in the public eye at least – spiralling downwards. So it’s hardly surprising that… Read more...
Want Richard Branson’s success? Empower people to identify problems and fix them!
by Feedback Ferret on February 22, 2011 at 8:40 am
Another week and another article about how companies should focus on customer experience and really get inside the minds of their customers. The article in question comes from Virgin’s business guru himself Richard Branson: “So you have an idea for… Read more...
The mystery of mystery shopping
by Piers Alington on February 10, 2011 at 2:22 pm
Mary Portas, the celebrity-business-guru du jour was back on our TV screens last week with a new show – Secret Shopper. One company enjoying some unexpected success from the series is mystery shopper company Retail Eyes. The company told DIY… Read more...
Insight is worthless without action
by Feedback Ferret on November 8, 2010 at 8:48 am
By Piers Alington In the digital world we live in, much of what we do in customer insight and customer experience management is driven by data. Because of this, it’s easy to become overwhelmed by so much data that we… Read more...
