Confirmit Stream

June 2011

Guest Post: Daniel Starkey - Minimal fuss, maximum effect (or so I hope)

posted by Guest Blogger on 6/27/2011

This year I have been given the honor of being “Organizer” of Confirmit’s stand at the Insight Show—Europe’s largest dedicated Market Research event which takes place in London June 29th to 30th.

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Was Complaints Handling Buried Under Customer Experience Management?

posted by Carolyn Hall on 6/23/2011

The swing towards Voice of the Customer programs and Customer Experience Management seems to have made the subject of simple complaints handling seem rather old hat. Certainly, it seems to receive less coverage in the various industry media publications. Frankly, why would it? It’s not new and it’s not sexy and while CEM promises the world in terms of customer retention and ROI, complaints handling is often a call center process designed to make the customer go away again, as quickly and quietly as possible.

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Guest Post: Richard Collins - Lost Luggage and Lost Customer

posted by Guest Blogger on 6/21/2011

I believe that you never really know what an organization is like until something goes wrong.

Back in March, for the first time in 20 years of flying around the world, my suitcase didn’t appear on the baggage carousel. I guess I was overdue. Now, I am sure there is never a good time to lose all your clothes and toiletries, but 11pm in Bangkok after a 10 hour flight from Australia, with an important meeting at 8am the next morning felt like a very bad time. I was feeling pretty lousy. I imagine I looked and smelled pretty lousy too!

Bruce Willis is a Ghost: Start with a Spoiler to Engage Users

posted by Paul Watts on 6/16/2011

At the recent Confirmit Community Conference in Las Vegas, part of my seminar focused on the challenges of engaging those who need to act on information generated from a survey or feedback program. One directive was to provide clear guidance to action for users of the reports. A key principle that supports this is to show the most valuable information for the business first, and then only reveal additional information should the user wish to explore further.

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Are Voice of the Customer Programs Failing?

posted by Carolyn Hall on 6/14/2011

A blog post by a Forrester analyst caught my eye a few weeks ago. In some new research in which Forrester surveyed Customer Experience professionals, they’ve found that 65% of respondents admitted that their Voice of the Customer programs don’t take systematic action based on customer insights. In addition, the majority of respondents don’t tailor the insights they gather for different internal audiences.

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Guest Post: Phil Lockyer - Are you leveraging your customers' feedback?

posted by Guest Blogger on 6/9/2011

Yesterday I participated in a webinar hosted by CRM Magazine about How to Effectively Listen and Respond to Customers. I was accompanied by Dave Marko, Senior Vice President of Services at Clarabridge Inc., and Hank Barnes, Principal Product Marketing Manager for Customer Experience Management at Adobe.

It’s Customer Feedback…so Consider the Customer

posted by Carolyn Hall on 6/7/2011

I’ve recently attended a pre-natal course to teach me about looking after babies. It seemed wise because I know nothing about children, babies in particular, and I’m having one soon. I thought I should at least understand which way up to hold a baby and what to do with it when it makes too much noise.

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