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Function vs Emotion in Customer Service Strategy

Through my years working on customer service strategy, I came across several  attempts to create a model for customer service delivery, from reputable organisations as varied as the Said Business School in Oxford, the Institute of Customer Service,  and of course the work we did ourselves in Waitrose.  One feature I started to notice was a juxtaposition of words like ‘tangible’ and ‘intangible’, ‘external’ and ‘internal’, ‘process’ and ‘culture’, and I started to gather these thoughts together into a juxtaposition of my own – ‘functional’ vs ‘emotional ‘. Almost all of these models could have a line drawn down the middle, and have these two labels applied to either side.

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Origins of the smiley face and its use in feedback

Have you ever wondered where the first smiley icon was used and why? In a news article I found in the Guardian the contested origins are linked to a 1963 American children's TV programme called ‘The Funny Company’. It featured a crude smiley face as a kids-club baseball cap logo, with the message ‘Keep Smiling’.

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Myths about feedback to forget in 2018

There are many misconceptions about feedback. Here we tackle some of the common ones and explain why you should revisit your feedback plans.

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Customer expectations are through the roof

... so you better take soundings. 

The digital revolution has impacted our culture and we find ourselves struggling to keep up with the pace of change.

One impact is to be less loyal and forgiving when things don’t quite work out how we expect. Think about the last time a website froze on you for a few seconds. We’re fast to abandon and click elsewhere for our expectations to be met.

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Fly Fishing in the Big Data Lake

4 minute read

It’s thought that the term ‘Big Data’ was first used at the end of the 1980s but the last few years has seen a rise in an additional phrase: ‘Data Lakes’ - large scale repositories of data held in their raw or source form. I suspect that the reason data lakes have become so popular is because the cost of storage and the tools necessary to manipulate Big Data has decreased dramatically. That doesn’t mean to say that they haven’t introduced a whole new set of challenges and pitfalls as well.

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Why you should get started in measuring customer feedback

 2 minute read

We all need feedback. From healthy infant development, through school and college and into our work-life, getting constructive feedback is essential. So why isn’t the same said for customer feedback?

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Is your survey design holding back your customers' feedback?

3 minute read

It’s a known issue and the bugbear of many a CX or Insight professional. Businesses value feedback; it helps attract and retain both customers and employees alike. But as customers, or feedback givers, we become less interested. Typical sentiments along the lines of, “I’ve got what I need,” “sorry, no time!” or “I don’t believe my opinion will make a difference” all yield the same result – we don’t bother giving feedback. In short, businesses care about feedback, customers don’t. 

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Improve experience through a better understanding

4 minute read

Measuring customer satisfaction doesn’t tell you how to achieve it. You can measure levels of satisfaction; you can pore over reports showing the distribution of customers across the satisfaction spectrum. All of this is helpful as far as it goes, but the problem is that it doesn’t go far enough: it doesn’t provide insight into why the customer was satisfied or dissatisfied. To achieve this, you will need to understand the customer experience.

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Lifting the lid on Sentiment Analysis - what you need to know.

4 minute read  

We are seeing the rise of many highly technical tools to make sense of free text comments. Some sentiment engines position themselves in terms that are hard to get your head around – it all sounds like rocket science! So in his blog I would like to share what sentiment analysis is and how to use it in simple terms. 

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ViewPoint guide to customer feedback reporting

5 minute read

You’ve invested in a customer feedback programme and you’ve got a ton of data, but how do you quickly and easily make sense of it? This is where reporting can help – or hinder!

In this guide, we’ll give you a brief overview of the different types of feedback reporting that are available and how you can use them to aid decision making in your business.

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