Voice of the Customer: Why reverse engineering your programme is wiseby
MyCustomer caught up with Chris Brown and Marcus Chillery of Confirmit at the recent Customer Experience World London 2014 event in London. Here, they tell MyCustomer about how to ensure that customer feedback gets into the hands of those within the organisation that need it, and how to ensure it is actionable.
00.08 - What are the most common obstacles to getting feedback into the hands of people who can make a difference?
02.09 - What new methods for distributing and visualising data are emerging to maximise value?
03.12 - 'Customer champions’ within the organisation can help drive the voice of the customer throughout the organisation. How can you identify these champions?
04.18 - How would a chief customer officer or similar role help organisations to disseminate information across the business?
05.10 - Do you have any advice regarding how customer insights and metrics can be related to operational and financial KPI’s?
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.