voice of the customer Archives - Page 2 of 2

Guest Post: Mystery shopping reveals three common sources of profit leakage in professional and business services
Gallery
Guest Post: Mystery shopping reveals three common sources of profit leakage in professional and business services

Communication Channels, Customer retention and loyalty, CX Measurement

Guest Post: Mystery shopping reveals three common sources of profit leakage in professional and business services

I am delighted to introduce a new guest blogger this week - Tim Dixon-Phillip, Director of Service Reality. In his post, Tim talks about the term 'Profit Leakage' - as you take the time to read it, you will recognise where many organisations are experiencing it!! I hope you enjoy the post as much as [...]

By Ian Golding|2015-04-13T15:38:44+01:00July 11th, 2014|Communication Channels, Customer retention and loyalty, CX Measurement|0 Comments

Do you know the facts? 4 steps to deploying a customer focussed measurement system
Gallery
Do you know the facts? 4 steps to deploying a customer focussed measurement system

Customer Journeys, CX Measurement, General

Do you know the facts? 4 steps to deploying a customer focussed measurement system

A few weeks ago, I introduced my perspective on the significance of a customer experience framework and how it can help an organisation to focus its customer experience efforts (https://ijgolding.com/2013/03/26/strategy-measurement-people-a-simple-framework-for-managing-customer-experience/) The framework I personally deploy when working with an organisation has three core components – STRATEGY (or proposition); MEASUREMENT (or facts); and PEOPLE (or engagement [...]

By Ian Golding|2015-04-13T13:32:31+01:00April 30th, 2013|Customer Journeys, CX Measurement, General|1 Comment

Previous 12