Customers can’t tell you all you need to know.
Having conducted and commissioned loads of consumer research I have found that it is extremely rare that customers will offer up suggestions to improve your service or product. Read the full article…
Resources
Invent
June 10, 2010
Measurement tools for customer service & experience
May 6, 2010
In the last 15 years there have been many changes surrounding customer service and experience measurement. There is a definite trend away from extensive analysis and complex research toward methods that are more simplistic. There are also interesting developments in subliminal research worth exploring.
Myth, cliché or fact? “If you can’t measure it, you can’t manage it”
February 19, 2010
The statement is commonly attributed to Dr W Edwards Deming and is used by many agencies and managers so often that we come to believe that it is true.
Read the full article…