Back in early July 2012, the Consumer Financial Protection Bureau (CFPB) made public their complaint database consisting of over 14,000 consumer credit card complaints. Since then, Beyond the Arc has analyzed the data in depth,providing actionable insights into the current credit card market. As of March 28, 2013 the CFPB has expanded the database to [...]
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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 – [...]
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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 [...] |
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