Don’t ambush your VoC contributors – they are not idiots!

Posted by Mike McMaster

The suburban idyll at Chez McMaster was disturbed over the weekend – and the upset was caused by a Voice of Customer survey.
Read More December 1, 2014

Topics: Customer Feedback, Blog, Voice Of The Customer, VoC

15 years of customer loyalty and they don't even know it

Posted by Mike McMaster

Emotion is a powerful thing. But when it comes to customers and their money, I used to see emotion as something short-lived, and would look towards more concrete measures of customer behaviour to try...
Read More November 25, 2014

Topics: Customer Feedback, Blog, Voice Of The Customer

How hopeless Voice of the Customer can ruin your Customer Experience

Posted by Mike McMaster

I have just opened a new bank account. The first one in over 25 years. And all my fears about snail-pace bureaucracy, unintelligible forms, endless call management options (press 1 for a service you...
Read More November 12, 2014

Topics: Customer Experience, Blog

Effortless Customer Engagement...

Posted by Mike McMaster

  Or 80% of calls answered in less than 5 minutes? Nothing in life is certain except death and taxes. And the latter can drive you to yearn for the sweet release that only the former can bring.
Read More November 11, 2014

Topics: Blog, Customer Engagement, Customer Emotion, Customer Effort

Do only 4% of your customers want to share their customer feedback?

Posted by Mike McMaster

We've all seen the statistic that says that 4% of unhappy customers will actually go on to tell the company about their problem - clearly a huge problem for any organisation.
Read More November 10, 2014

Topics: Customer Feedback, Blog

Hack schooling and how consumers are taking control

Posted by Gareth Rees

Have you seen the TEDx talk Logan Laplante gave on Hack-Schooling?
Read More October 29, 2014

Topics: Customer Feedback, Blog, Hack-Schooling

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