Blog
Feedback
-
The Role of VoC Programs in CX: A Conversation with Ben Motteram
This post first appeared on Help Desk Migration’s website. Customer expectations are shifting, and businesses that ignore them risk being left behind. Here’s a…
-
The Shortcomings of NPS and How AI Can Elevate It
Dr. Luke Soon once again collaborated with me on this post. Developed in 2003, NPS (Net Promoter Score) is a metric that has been…
-
Deriving Insights From Feedback Pt 2
I’m pleased to share the second post in this series on deriving insights from feedback. This one was also co-written with Dan Heilbron, Head of…
-
Deriving Insights From Feedback
Today I’m pleased to share a post that was co-written with Dan Heilbron, Head of Customer Experience Advisory Services, Asia-Pacific and Japan at Qualtrics. A…
-
Complaint Management – What, Why & How
Complaint management – the effective handling of customer complaints within an organisation – is a hot topic right now. Go to any online newspaper…
-
“The Customer is Always Right” – Who Do You Believe: Customers Or Employees?
This post first appeared on CentraCX’s blog in March, 2021. Contrary to conventional thought, this phrase never originated as a demand from a customer.…
-
Focus On Your Detractors
This post first appeared on CentraCX’s blog in April, 2021. Image courtesy of Unsplash. We all know someone who is unconditionally in love with…
-
4 Tips To Improve Your Survey Response Rates
Management expert, Ken Blanchard, once said that “feedback is the breakfast of champions” and I agree. Any company interested in improving its CX will…
-
The Power of Feedback in Healthcare
Tom Caley is a passionate advocate for employee and customer experience. His working life began in retail and contact centres—and after a short…
-
Customer Loyalty Is A Myth For 99% Of Companies
I looked up loyalty in Wikipedia this morning. Their definition is: devotion and faithfulness to a cause, country, group, or person. Note the…