data collection

September 7, 2021
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Digital teams suffer from a perception gap that hinders customer experience improvement efforts

Organizations 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

Customer 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

Improve customer retention by learning more about your worst customers

What 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 […]