customer experience

How to Hunt Down Hidden Complaints to Gain True Value

Want more sales? Then, invite more complaints! According to Ruby Newell- Legner in her article "Understanding Customers", for every 1 customer who complains, there may be a staggering 24 others who don’t bother. Worryingly, 9 out of 10 of these could be lost to you...

1 Day on the Frontline is Worth 100 in the Office

How much time do you spend on the frontline? Out there where the day to day action is within your business. For example, side by side with your contact centre advisors as they take calls. Or out in the field with your delivery teams and service technicians. Forgive me...