September 7, 2021 September 7, 2021Digital teams suffer from a perception gap that hinders customer experience improvement effortsOrganizations are often fraught with gaps in perception, and many of these impact their ability to improve both the customer and employee experience. Bain is responsible […]
July 3, 2012 July 3, 2012Customer Feedback: Could we improve response rates by adding a question?Barclays have been in the news a lot lately but this post is not about their transgressions. What it is about is an online customer feedback […]
September 27, 2010 September 27, 2010Improve customer retention by learning more about your worst customersWhat can we learn from our worst customers? Some of the business owners that I meet and work with can find it hard to answer the […]