by fbennien | 19 Apr 2020 | Blog
There are numerous posts about how to respond to the current COVID-19 crises and I thought long and hard about adding my own perspective – or stay silent … But this is a time of sharing, so here we go … A two-speed challenge First of all, things will...
by fbennien | 9 Feb 2020 | Blog
There is a common phenomenon, that more and more companies implement ‘Voice of the Customer’ platforms, but then get overwhelmed by the data they collect – not really knowing what to do with it. There are a couple of reasons for this. First of all, I tend...
by fbennien | 17 Mar 2019 | Blog
How many of these little pop-ups that ask you for feedback did you click away? And how many of those emails that ask you to take a short survey did you delete without even opening them in recent days, weeks and months? We do it every day. As do most customers. Because...
by fbennien | 10 Mar 2018 | Blog
By Felix Stöckle Businesses that aim to survive in the digital age need to make customer experience their underlying operating system – to create new value for both, customers and their business. On this journey, customer trust becomes the most crucial success factor....
by fbennien | 17 Aug 2017 | Blog
Lots of businesses are so focused on their internal structures and processes, they tend to forget what their customers really want. They just don’t listen and operate inside-out, instead of outside-in. In many cases the same is true for their employees. Taking a...
