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Closing off the feedback loop

Image via Wikipedia Understanding what your customers want is critical to company success. If you don’t offer the right products or services they will obviously head off elsewhere, hitting sales and...

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5 ways to collect customer feedback

Companies now have access to huge amounts of data on their customers. Particularly online, they can see the entire customer journey, purchase history and the channels used across every transaction....

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Measuring customer happiness

There’s widespread agreement that customer satisfaction is vital to every organisation. A Gartner poll found that 80% of executives thought it was more important than three years ago, with 95% seeing...

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Online reviews and the impact on customer service

Since online reviews became prevalent, championed by the likes of Amazon, their impact has spread widely across multiple industries. This has been driven by three main factors: The growth of ecommerce...

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