Be sure to check out the Jan 21 webinar with Todd Rowe of SAP as he discusses why a survey is not enough for a complete VOC program. In this webinar, Todd will discuss:
- The new role of surveys in the world of customer feedback / customer insight
- New ways to listen to customers [...]

Most of the CEO’s I speak with agree that innovation and improved customer service is the key that will help their company emerge from the recession stronger than their competitors. To accomplish this requires employees with good morale and solid productivity. The problem may be that if your employees are like 55% of [...]

From our work helping companies make the most of customer and employee feedback, we have developed something we call the feedback progression scale. This scale gives us a way to understand where a business is in terms of using feedback and surveys to grow customer loyalty and engagement.

So where are you on the feedback [...]