Customer feedback has never been so important, yet many organisations are still approaching the process of collecting feedback through long-winded surveys sent out in mass-email campaigns. At Customer Experience World 2014 in London, MyCustomer caught up with Dennis Fois, CEO of Rant & Rave, a company that provides a technology solution changing the way companies can gain new levels of feedback from their customers, in real-time. Dennis explains why he believes businesses need to reassess how they obtain insight from their customers and why it's so important, as well as the reasons he believes social media isn't necessarily the best platform for doing this.
00.05 - Why is the idea of real-time customer feedback so important in today’s climate?
01.01 - What are the merits of mobile as a customer insight and research tool?
02.08 - What are the dangers for brands that use a social media-only policy for customer feedback?
03.30 - How do you envisage the world of feedback evolving in the next 12 to 24 months?
04.14 - How do you plan to evolve Rant & Rave in the coming years?