Keith Schorah
Keith Schorah
Keith Schorah founded SynGro, a leading Voice of the Customer (VoC) company in 2004, following a distinguished career in sales and marketing within the IT, telecommunications and industrial sectors, and a long consulting background of designing and implementing customer service programmes in companies around the world. SynGro is focused on the enterprise sector of the Voice of the Customer market where its skills in integrating VOC information with client data such as financials and CRM have been paramount to its success.
Does a Voice of the Customer programme require hiring more staff?
Some organisations prefer a model which relies heavily on supplier expertise and support with many customer experience management activities such as telephone surveys and...
Becoming proactive in managing the customer experience
If you truly want to manage your customer experience and create best practice, then your goal for 2013 must be to become truly proactive. The...
Using the voice of your customer to change your culture
If you want to make a shift change in driving improvements in your customer satisfaction scores then your CEM program must target the "right"...
Don’t presume your customers are loyal
There is a common misconception amongst large companies that the customers from whom they get steady orders are loyal. There are many reasons why...
You must build trust with your customers
It is no accident that customer satisfaction and share of wallet are correlated. Closing the loop not only bullet proofs customers from competitors it invites...
Voice of the Customer: Value will only be created if true change is driven from the customer feedback.
Few companies, indeed less than 10% can state that they have successfully transformed their business to become customer centric. Whilst customer satisfaction has risen dramatically...
You want to listen to the Voice of the Customer, but do you want to change?
Inviting customer feedback sounds like the right thing to do. However we know that when a colleague says "Joe I want to give you...
12 Trends in Voice of the Customer for 2012 – Part 4
In the final installment of our 12 trends in Voice of the Customer for 2012 we discuss the grow of social and how organisations...
12 Trends in Voice of the Customer for 2012 – Part 3
This Part of our Voice of the Customer trends for 2012 looks at measurement, increased speed and full service suppliers. Measures and Questions With a…
12 Trends in Voice of the Customer for 2012 – Part 2
The Next Installment in our series of 12 Trends in Voice of the Customer for 2012 looks at the crunching large amounts of data...
12 Trends in Voice of the Customer for 2012 – Part 1
Throughout the next year Voice of the Customer programs will continue to grow in both innovation and adoption. Within this series of 4 blog...
Proactive customer experience management
It pays to please your customers. According to the Retail eyes report, 74% of customers would be prepared to pay more for a product...
Achieving cost reduction through customer experience
Businesses should excel at Customer Experience, but at what cost? The customer insight derived from combining customer feedback with financial data using a Voice...
Don’t repeat past Customer experience sins
Collecting feedback is only the first step in the journey to improving the customer experience. The act of gathering feedback from customers in itself...
How to Focus My Customer Experience Efforts?
The feedback market has matured to the point where 95% of companies actively collect customer feedback, engaging with customers and raising their expectations. All...
How do you start to improve the customer experience?
Companies often don't realise how many interactions they have with customers. These touch points can be at different stages of the buying process. It...
Beyond Manufacturing Efficiency: Using Voice of the Customer to Drive Loyalty
Manufacturing will be key to the wider recovery and stability within Europe following the global financial crisis, European manufacturing generates GDP of 2 Trillion...
Using Voice of the Customer Programs to Manage Risk
Large organisations have an intrinsic duty to manage risk in every part of their operations and where possible ensure they have the appropriate systems...
The CEO Must Lead the Change
It is fundamental that CEO's ensure that customer insight is no longer purely the preserve of Marketing and that the information is available across...
Escaping the commodity price hike with Voice of the Customer
Recent UK government figures show the manufacturing sector growing at 3% but concerns over fast rising commodity price increases are growing. Coupled with the...