Transforming negative sentiment into a winning customer experience

By Gavin James on October 5th, 2011

When customers have a bad experience, they’re often more connected to how they FEEL about it, than the issue itself. That’s why you need to sharpen your focus on how people react to your business. Timely and effective communications can help you manage negative sentiment, rebuild trust, and promote loyalty.

If customers voice disgruntled opinions in [...]

October 5th, 2011 | Tags: , , , , , | Category: Best Practices, Communications, Customer Experience | One comment

Using the Voice of the Customer to drive real business results

By Bruce Johnson on July 30th, 2010

The reason that Voice of the Customer (VoC) programs exist is to monitor the customer experience and identify problems that it makes sense for the business to resolve.

Let me be more specific. An effective VoC program will likely uncover—and must address in one way or another—several categories of feedback from customers:

1. Complaints – These reflect [...]

July 30th, 2010 | Tags: , , , | Category: Customer Experience, Data Analytics | One comment

How to say you’re sorry (to customers)

By Dana Roytenberg on April 1st, 2010

Courtesy of the discerning Clive Mettrick at Business Research Lab and a defective pint of JavaChip ice cream, Starbucks had the opportunity to rise to the occasion.  And it did – sending a dissatisfied customer an excellent problem resolution (‘apology’ in layman’s terms) letter that not only salvaged the relationship, but contributed to increased satisfaction [...]

April 1st, 2010 | Tags: , | Category: Communications, Customer Experience | One comment