Tag: Customer Feedback

Marketing builds the offer and throws it over the wall; the contact centre catches it and discovers half the orders don't fit through the system. It's a familiar dynamic in plenty of businesses, and it leaves money and goodwill on the floor. Here are five practical tips for bridging the gap, starting with making sure the campaign can actually be processed.

When MozLand's service melted down, the temptation was to spin, downplay or hide. They didn't. Their public apology is a textbook example of service recovery done in the open. Here are the six things they got right, and what to copy the next time something blows up on your watch.

A call centre audit sounds like compliance theatre, but a well-run one is one of the cheapest ways to find real improvement opportunities, strengths, gaps and benchmarks against best practice. Here's what a call centre audit actually is, how to plan one, how to evaluate the findings and why an external auditor is usually worth the spend.

Every transactional customer feedback program looks rosy on day one and runs into the same six problems by month three, patchy customer data, soft staff buy-in, customer communication, cross-functional friction, change resistance, and target-setting. Here are the six, plus the fix for each. None of them is a reason to delay starting.

Aberdeen's 2012 Customer Feedback Management report draws the obvious conclusions about successful versus laggard companies, and a meta-analysis of the same data quietly says something more useful. The biggest differences aren't about collecting feedback. They're about what successful firms do with it. Here are the five specific moves the leaders make that the laggards don't.

Most retention programs start with tactics, surveys, save offers, loyalty schemes, without first identifying what actually drives retention in the business. That's how you end up with activity but no movement on churn. Here are the four core drivers, and how to identify which one to attack first.