Even with all the will in the world and the best intentions, most ongoing feedback programs eventually suffer from a lack of engagement.
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Pre-pandemic, employee surveys were seen as the route to measuring and improving employee engagement. But what if there was another way to use feedback to improve employee engagement?
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The average human attention span is now shorter than that of a goldfish. What does that mean for CX?
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Gen Z the next crucial target market for businesses. Known for their empathy and inclusivity, how can businesses understand them ?
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If you were CEO and could sit down to have a conversation with any of your customers, what would you ask them?
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What happens if you spend your time focusing on customer “‘wants” and forget about customer “needs”’? ...
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Great article from Neil Hoyne about the power of asking for positive feedback.
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The pains of going through an insurance claim where customer needs are not met. ...
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Emotionally connected customers are on average 52% more valuable than those who are just highly satisfied ...
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An example of a company taking brevity too far in their customer survey. ...
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If you are looking for better answers, you should think about asking better questions.
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So many companies get this wrong. Here are our top 5 ways to get it right. ...
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Could the demise of Dick Smith have been avoided if they’d listened to customers? ...
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In my experience the vast majority of customer complaints are not complaints at all….
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I sometimes find that businesses mistake their customer feedback programme for a mystery shopping programme.
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