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Blog

Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Category Archives: Customer Surveys

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October 7, 2022

Managing Customer Feedback: A Self-Assessment

Every organization receives feedback from customers, but some manage it far more effectively. Where does your organization stand? How effective is your approach? This video, from my...

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May 12, 2022

Gathering Frequent Employee Feedback

The late Steve Jobs once famously stated, “It doesn’t make sense to hire smart people and tell them what to do; we hire smart people...

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March 23, 2022

Managing customer feedback in real time

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers...

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February 17, 2022

Collecting structured and unstructured customer feedback

Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be...

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December 2, 2021

Alternatives – and cautions – when measuring quality

Why is it that professional sports teams put so much focus on tracking statistics? They...

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October 21, 2021

Avoiding pitfalls when managing customer feedback

There are vast differences in how organizations are collecting and using customer feedback, and some are far more effective than others. Your approach to managing...

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October 14, 2021

7 Ways to See Your Business from Your Customers’ Perspective

The most successful leaders don’t rely solely on data to tell them what’s happening. They...

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September 23, 2021

Execute a Voice of the Customer Strategy

Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether you’re a print shop with three employees,...

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June 17, 2021

Practice seeing things from your customer’s perspective

The most successful leaders are uneasy with depending on data alone to tell them what’s happening. They take steps to put themselves in their customers’...

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May 6, 2021

Establishing Your Customer Feedback Goals

Managing customer feedback effectively requires that you establish goals. You can then identify the steps and resources necessary to achieve them. This video discusses six...

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November 14, 2019

Putting Yourself in Your Customers’ Shoes

Many of the most successful leaders I’ve worked with are uneasy depending on surveys and rolled-up data alone to tell them what’s really happening. They...

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March 28, 2019

Managing Customer Feedback – as It Happens

An important aspect of building customer relationships is managing customer feedback. This includes both short- and long-term objectives: it involves responding to feedback as it...

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Recent Blogs:

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  • Employee Engagement: The Key Driver and 4 More
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