Carolyn Hall

“I don’t care about your processes, I just want solutions”

I upgraded my mobile phone recently, and went to my network provider's local store to do it. While I was there, there was another customer service story unfolding and I confess I did eavesdrop a little. Well, it takes ages to get all your...

Feeding back on the Feedback – Why does it still surprise?

I've written many times about the importance for companies to "feedback on the feedback". I.e. responding to customers who've given you feedback about your products or service. In fact, it's one of those things that I now just assume is obvious to any business...

Was Complaints Handling Buried Under Customer Experience Management?

The swing towards Voice of the Customer programs and Customer Experience Management seems to have made the subject of simple complaints handling seem rather old hat. Certainly, it seems to receive less coverage in the various industry media publications. Frankly, why would it? It's...

Are Voice of the Customer Programs Failing?

A blog post by a Forrester analyst caught my eye a few weeks ago. In some new research in which Forrester surveyed Customer Experience professionals, they've found that 65% of respondents admitted that their Voice of the Customer programs don't take systematic action based...

It’s Customer Feedback

I've recently attended a pre-natal course to teach me about looking after babies. It seemed wise because I know nothing about children, babies in particular, and I'm having one soon. I thought I should at least understand which way up to hold a baby...

Customer Feedback: Immediate isn’t Always Optimal

I bought a new fridge a while ago. Not a compelling story in itself, but stick with me, I have a purpose. I bought in from Bootskitchenapplicances.com, which is part of Boots, a very large high street pharmacy chain in the UK. I'd inspected...

Survey Fatigue, Response Rates and how Market Research Issues became Everyone’s Problem

Until a few years ago, survey fatigue was a term used almost exclusively by the Market Research industry. While self-explanatory as a phrase, it wasn't something that troubled the minds of many executives or managers at the majority of most enterprises. After all, how...

Voice of the Customer: No Longer a Cry in the Dark

Towards the end of last year, we ran a survey of 300 European executives to find out about their plans and challenges around Voice of the Customer programs. Voice of the Customer, as you're well aware, is one of the core elements of many Customer...

Customer Service – A Roux Approach

The UK doesn't have the best reputation when it comes to customer service. While in reality it's often nothing like as bad as some people think, it's also a long way from the smiley "have a nice day" you'll get in the US or...

Round Up: The Best of the Worst Surveys of 2010

Since we launched Confirmit Stream, we've told a number of tales of surveys we've received that have either haven't been followed up, which have sullied an otherwise good customer experience, or that were simply a bit, well, rubbish. As we're heading into that end-of-year-review kind...

Forget Customer Service Processes, it’s People that Count.

I seem to spend a lot of time gibbering on about how it's vital to ensure that business processes support the customer, and how feedback can help to ensure that this happens. But now I'm going to completely undermine myself and say that sometimes...

“We hope you had a good customer experience, now let us spoil it with...

Sometimes a good customer experience can be undermined by a lousy customer experience survey. A perverse part of me rather enjoys the irony of that, but that's probably just me. It happened a while ago following a concert I attended (I blogged about it...

Addressing Customer Feedback

A chum of mine recently told me a rather jolly customer service story at the pub. Reader, I know you're busy, so I'll give you highlights. My friend, let's call her Anna, if only because she is, in fact, called Anna, placed an online order...

Closing the Cardigan Loop

You may remember that a while ago I wrote about a missing cardigan (it's ok, I'm over it) and about the excellent service I received in a number of Oasis stores. At the time, I used the "[email protected]" email address on their Website to...

Customer Experience: The Clue is in the Title

I went to a concert last week. I should probably try to be cool and say it was some super-trendy band, but I can't be bothered to trawl the Internet to see who the young, cool types are listening to these days, so I'll...

Is CEM the new CRM?

Is Customer Experience Management (CEM) the new Customer Relationship Management (CRM)? It just may be, as we see boardroom meetings and industry-leading executives focus interest on the feedback, experiences and takeaways of their customers. This focus is reflected in the creation...

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