David Parcell
Member Since: 28th Nov 2015
13th Dec 2012
How to identify a social customer tipping point - and how to respond
The collective voice of unsatisfied consumers can strike back with lightning speed and sometimes with detrimental results. So how do you...
Strategy
16th Apr 2012
You can't satisfy customers if your brand is deaf, dumb and blind
David Parcell details alarming research that exposes the gap between where customers provide feedback and how organisations refer to this...
Contact centres
12th Apr 2012
The three types of social media conversations you must consider
David Parcell looks at the loopholes in social commentary and explains how to encourage positive social media feedback. We are not...
Voice of the Customer
22nd Jul 2011
How to remove customer service data silos
How can business strategies and supporting customer service technologies integrate with the more traditional sources of enterprise data?...
Voice of the Customer