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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 purchases and recommend that others buy from them as well. Well over a decade ago, when Bain Consulting researched this behaviour, they found a strong...
“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...
Operationalising Feedback
Collecting customer feedback is a waste of time. OK now I’ve got your attention let’s qualify that statement:...
Using Feedback To Engage and Empower Frontline Employees
With so many frontline employees working from home right now, employee engagement is a hot topic. Yet many companies...