My last business trip resulted in no less than four feedback opportunities: the airline, the hotel, the rental car company and the travel agency.  Each of these organizations sought my feedback to help improve my customer experience.  Marvelous! It seems every time I buy a product or service, the provider offers the opportunity to give them [...]

Social media is here. Your customers are talking. And they’re talking publicly. Twitter has a large user base and provides a simple application and interface to get you started. What should you do? 1. Search Twitter for your company’s name, brands, products, or services 2. Search Twitter for your competitor’s company name, brand, products, or [...]

I was recently interviewed by Tom Hoffman of the 1to1 Blog about the growing use of smartphones and how it is affecting the collection of customer feedback. In the interview, I mentioned that it is important to first realize that today’s customers are in charge of the conversation. They want to speak to the company [...]

The best source of information about the quality of your products, service delivery, and processes is, of course, your customers. So you create a voice of the customer program to ensure you get that valuable insight. Sometimes, however, what customers tell you isn’t always easy to hear. Pardon the cliché, but that negative feedback is [...]

Capitalizing on customer feedback requires more than the occasional sending of surveys in response to ad hoc business needs. It requires a strategic and ongoing dedication to hearing, listening, understanding and acting upon the VOC through a formal program built upon actively listening to customers and regularly taking a pulse of their level of engagement. [...]

While many business managers see only doom and gloom ahead, some are focusing on a new way to unlock a prosperous future – even in a tough recession. Through the game-changing principle of engagement, companies can learn to use technology and best practices to extract new revenue from their existing customer base.