What’s your customer care strategy? Follow Mr Lawn’s example!

Customer Care Strategy

31 October 2014 – Andrew Cook Every business should have a customer care strategy. Surprisingly, most of the businesses we encounter don’t. When problems or complaints arise, as they inevitably do, a customer care strategy can make all the difference. It doesn’t matter what type of business you run – whether it’s laying lawns or offering business analytics – amazing … Read More

What is enterprise feedback management?

Enterprise Feedback Management

24 October 2014 – Andrew Burns As we enter the “age of the customer”, we need to use and understand all of the tools that can assist businesses in getting to know their customers better. One of these tools is enterprise feedback management. Forrester Research defines enterprise feedback management as a “system of software and processes that enables organisations to … Read More

Using email surveys for business analytics

Email Surveys Business Analytics Mobile

17 October 2014 – Andrew Cook As business shifts focus from big data to data analytics, we’re starting to find that more businesses are benefiting from the value that can be obtained from email surveys. While not all businesses have the need for call centres, I can’t think of any business that doesn’t have the need for good customer service. … Read More

What are customer requirements?

Customer Requirements Understand Needs

09 October 2014 – Andrew Burns Do you remember the comedy film What Women Want, starring Mel Gibson and Helen Hunt? Many organisations feel like customer requirements are similar in the sense that you need to be struck by an electric shock to develop the superpower of hearing your customers’ thoughts. The truth is, customer requirements aren’t difficult to understand; they … Read More

All listen and all action – the voice of the customer

Listen Take Action Voice of the Customer

02 October 2014 – Andrew Burns American author Ernest Hemingway once said, “When people talk, listen completely. Most people never listen.” It is good, practical advice that applies to all facets of life, including the voice of the customer. It provides the secret key to gaining a competitive advantage. You need to learn how to listen and understand the voice … Read More