Incentivised Feedback Surveys
With many large companies currently grappling with the implementation of Customer Experience Management (CXM/CEM) systems, one tool currently being deployed is what we term as the Incentivised Feedback...
View ArticleSurvey QR Codes
In the last couple of years you may have noticed QR codes (Quick Response codes) move their way into the mainstream of marketing, however it may surprise some to learn QR Codes were actually invented...
View ArticleCustomer Experience Management (CXM / CEM)
Customer Experience Management (the acronym for which is CXM or confusingly also CEM) is a relatively young practice, which really has only recently been fully embraced by organisations. So what is...
View ArticleCXM for Small Business
Often it may seem Customer Experience Management is the preserve of large organisations with vast resources at their disposal, however this isn’t necessarily true and it’s key component of customer...
View ArticleThe Opportunity Is The Problem
Human nature dictates that we trust and value a friendship more once it’s been tested, and the same is true for customer loyalty after an issue arises and the business proves it truly cares. Having had...
View ArticleThe New Age of Customer Care
Over the last ten years the internet has changed the way most of us do business or indeed are a customer, and we are still very much at an early stage in the evolution of what we currently term the...
View ArticleDon’t Fightback, Feedback!
In the new era of social media and review sites, customers have power like never before to damage a business and its reputation. Find a fly in your soup at a local restaurant, and a quick witty post...
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