Carolyn Hall
Carolyn Hall
Carolyn Hall is a Product Marketing Manager with Confirmit. Primary focus on creating marketing and PR materials that focus on the business value of technology. Articles published in a number of marketing and customer-focused publications, and experience of hosting round table session with senior marketing executives.
“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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
“We hope you had a good customer experience, now let us spoil it with a survey…”
Sometimes a good customer experience can be undermined by a lousy customer experience survey. A perverse part of me rather enjoys the irony of...
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...
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...
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...
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...