News
Complaint Management – What, Why & How
Complaint management - the effective handling of customer complaints within an organisation – is a hot topic right now. Go to any online newspaper and search for “customer complaint” and you’ll inevitably find stories on banks, airlines, telco’s, and fast food...
Voice of the Customer Program: Empower your employees and improve your business
Some time ago you implemented a Voice of the Customer program. The customer feedback started coming in, and each month...
Customer Feedback Management: Focus On Your Detractors
We all know someone who is unconditionally in love with a brand; they simply won’t stop talking about their latest...
“The Customer is Always Right”- Who Do You Believe? Customers Or Employees?
Contrary to conventional thought, this phrase never originated as a demand from a customer. It came from London...