You cannot report what is not captured and hence it is important to be double sure on what one wants from a customer interaction in the shortest possible time. Some... read more →
In my previous post; I touched upon how the voice of internal stakeholders is a lead indicator for “here and now” issues could lead to customer dissatisfaction and why it... read more →
The Net Promoter Score is a system created by Fred Reichheld a partner at Bain & Company to arrive at classification of customers as “Promoters”, “Passive” and “Detractors” basis on... read more →
In my previous post on the need to close the loop on customer feedback, I touched upon the role of internal stakeholders and why their opinions is a good proxy... read more →
Often when Questionnaires are drafted, business executives presume that respondents are going to hand in the silver bullets/ magic pills to their business problems. So if we want to run... read more →
What is not in your consumer’s mind cannot be in her consideration set. Hence Awareness There are some common pitfalls in conducting awareness studies. Some interesting experiences below: 1) Define... read more →
Most B2B firms worth their salt have a formal annual customer satisfaction/ engagement survey which is usually conducted by a central business enabling function i.e. marketing or a quality department.... read more →
One of the biggest fallouts of the 2008 economic recession is the excessive focus on employee productivity, “right sizing” and automation, job security and aspects of “soft” employee engagement took... read more →
Customer feedback is increasingly becoming an important tool / output for most mid-level as well as senior managers to improve / innovate and calibrate the service rendered to their clients.... read more →