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Never mind the score, focus on the actions

When evaluating customer satisfaction scores, don't fixate on the number. Become obsessed with fixing the issues!

So, you want to know what your customers think? (4) – Who will be involved in the process?

There needs to be absolute clarity as to who is responsible for doing what, and do it they must!

So, you want to know what your customers think? (3) - What information are you looking to obtain?

In the first blog, I mentioned 4 questions that you should address before starting your VoC program. 1) Is your C-suite or senior...

So, you want to know what your customers think? (2) - Convincing Senior Management and Stakeholders

In the last blog I mentioned 4 questions that you should address before starting your VoC program; 1) Is your C-suite or senior...

So, you want to know what customers think? (1) - How to set up a VoC Program

An important component of a customer experience strategy is Voice of the Customer. Voice of the Customer (VoC) describes your customer’s...

Closing the loop with consistency:The 5 As

Not everyone is good at closing the loop with customers, particularly with customers that may have raised negative issues in their...