The gift that is Customer Feedback. How not to accept it by Southwest Airlines & Easyjet

Customer feedback comes in many different forms. Often sought out by companies, it can be captured via email, web pop up or telephone surveys. It can be recorded in face to face customer focus groups or received in person before, during or after an interaction with a customer. Some still leave good old-fashioned paper forms [...]

@Morrisons customer service: Fluke or designed to delight?

At the end of May 2013, I wrote a blog post about a loaf of bread. Whilst this might sound rather odd to those of you who have not had the chance to read it, the loaf of bread itself was not the centrepiece of the story. The story centred on the use of social [...]

By |2015-04-13T13:28:49+01:00July 30th, 2013|Customer Journeys, Recovery, Retail, Social Media|4 Comments
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