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All organisations, profit making or non profit making, want more sales, more income, more customers, more referrals, and a reputation that drives people towards them in droves. The normal way that most organisations try and get more sales is by trying to get more customers through marketing, offers and advertising. Yet this is so often…

Written by Paul Roberts How many times have you heard someone say, “we don’t need more feedback, customers would tell me if they had a problem”?  Or how about “feedback only tells me what I already know” These common assumptions are a symptom of old school approaches to customer feedback. They assume everything is fine…

In previous blogs we have discussed the power of feedback, and how important it is to get it right, do it obsessively, and make sure that it is done in a way that your customer engages with you, before they have left you. So that you can not only build your reputation with them but…

Written by Paul Roberts Businesses often use the terms customer service and customer experience interchangeably. But are they the same thing? They are related of course, but my simplistic view is that: Customer service is what you give. Customer experience is what they get. What is customer service? Customer service is often the name of…

In today’s hyper connected, value savvy global marketplace, your customers are becoming ever more the key and demanding.   They can talk about you behind your back to the world at the touch of a button and the speed of light. To quote Jeff Bezos: ‘Your brand is what the customer says when you’re not in…

Written by Anna Lake There are two data types associated with client/customer feedback, quantitative and qualitative. Surveys are the most common way of collecting quantitative data and while they have many benefits – they’re quick, cheap and enable you to invite lots of people to give you feedback, they also have limitations.  Whilst lots of…