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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…

Jeff Bezos, CEO of Amazon.com – probably the most successful retail business of all time – is consistently quoted as saying: Your brand is what people say when you’re not in the room. Yet how much real attention do most businesses pay to this little bit of blindingly obvious common sense? How much time and…

We all know how important feedback is in today’s market: customers, previously disempowered by misleading advertising, now or have the opportunity for worldwide networking, worldwide research, and opinions from users on your Product or service. Yet, so often, they can do this behind your back, without your knowledge, and without giving you the opportunity to…