voice of customer
Listen to *all* your customers for business success
by Piers Alington on July 21, 2011 at 9:21 am
Two pieces of apparently unconnected research last week really caught my eye. The first, from Forrester, found that while more than three-quarters of US companies monitor online conversations and respond to customer feedback through social media, only 20% feed this… Read more...
Feedback Ferret Accelerates Customer Feedback For Silverstone Circuits
by Feedback Ferret on July 7, 2011 at 9:06 am
Powerful contextual analysis engine will help analyse customer feedback comments Innovative use of QR codes and SMS at Formula One British Grand Prix London, 7th July 2011 – In an innovative step, visitors to this weekend’s Formula One British Grand Prix at… Read more...
Listen to your customers before they start talking
by Piers Alington on June 3, 2011 at 9:40 am
Research from the Internet Advertising Bureau reveals that just 7.7% of consumers have complained about organisations through social media. So it’s perhaps surprising that companies are so proud to boast of ‘listening’ to their customers on social networks. Perhaps they… 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...
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...
