News

In previous blogs I've quoted renowned adman Bill Bernbach and I make no apologies for doing so again. He once said,

“Logic and over-analysis can immobilize and sterilize an idea. It’s like love – the more you analyse it the faster it disappears.”

Anyone involved in customer experience will know...

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If you're a CATI supplier or interviewer then, of course, CATI surveys still have a role to play in market research. They're great for polling or one-off usage and attitude surveys; but the simple fact is that CATI surveys are becoming less relevant and less prevalent. New solutions are needed in a...

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You can have phenomenal survey response rates, a seamless question flow, words crafted to prompt feedback from even the most reluctant customer and more insight than you can shake a stick at; but if your contact centre colleagues are not fully engaged in your Voice of the Customer process then you'l...

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Over the past ten years we've been involved in developing and implementing hundreds of Voice of the Customer (VoC) surveys for our customers. In that time we've learned (often through bitter experience) what works and what doesn't. As with life it's often the things you least expect to go wrong that...

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I’ve always been struck by the interest people show in case studies, contextual research or learnings from outside the industries in which they work. It’s a sign that we all sometimes get bogged down in day-to-day tasks and that we need to look beyond the narrow boundaries defined by our current...

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