Posts

,

Voice of the Customer programs need a better story

So says Andrew McInnes of Forrester in a blog post out today. He argues that Voice of the Customer (VoC) programs are delivering benefits for customers but having no financial impact. He quite right argues that this disjointedness can't continue…

Don’t fear the reaper… I mean customer

Sage business advice from Blue Oyster Cult. You shouldn't fear the customer. If you separate the process of gathering customer feedback from the emotions bound up with any complaints you receive then life gets an awful lot easier. Look at the…