Enterprise Feedback Management – why should you care?
Customers are changing their behaviour dramatically. If you fully understand where the moments of truth lies in your customers’ lifecycle, and if you can act on what your customers are willing to tell...
View ArticleThe Age of the Customer
As we leave 2011 in our wake I see some clear trends that are changing both the feedback management landscape and the wider CRM picture. These trends are easy to spot when looking back on 2011, and...
View ArticleStop MANAGING your customers and start ENGAGING them!
Companies are struggling with how to approach their customers in social media. The available technology is often narrowly focused and companies are intimidated by the fact that they need to stitch...
View ArticleMapping Customer Experience
Recently, I was interviewed by Loyalty Management Magazine on the topic of driving effective customer engagement and loyalty. It’s clear that today’s businesses are more aware of the importance of the...
View ArticleMeet the Methodologist
A few months ago, QuestBack brought on a new methodologist, Darren Bosik, to assist us in expanding our global market research offerings. Darren is an experienced market researcher and his passion for...
View ArticleHappy Banking Customers – Is There a Secret Sauce?
A few weeks ago, I cooked up a pretty meaty webinar and topped it off with a secret sauce. In case you missed it, here’s a little bit about what I talked about. I would also recommend checking out the...
View ArticleCustomers are SMART – Companies are STUPID
Working with technology since the mid-nineties has been an incredible journey. Due to the fact that humans are quick to adapt, perhaps we haven’t spent too much time contemplating the huge and rapid...
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