voice of the customer

Listen to Your Customers or Risk Losing Them Forever

Do you listen to your customers? Does their voice carry into the upper echelons of your business? Do you take action to make a positive difference? The answers to all of the above should be a resounding “yes”. "Your most unhappy customers are your greatest source of...

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...