Customers Are Talking: the Weird, Alchemic Process of Distilling Insight from...
by: John CaddellBook clubs are big these days. A group of folks read the same book, then get together and discuss it, accompanied by refreshments (often of the wine & cheese variety).Besides the...
View ArticleThe Art of the Customer Interview
by: John CaddellI’ve done a lot of customer interviews in the past couple of years, and have learned a fair amount about what works and what doesn’t. You want to create an environment where the...
View ArticleCustomers Are Talking: Some Good Terms to Describe Business Narrative Bork
by: John CaddellA couple of recent blog posts have featured useful discussions of key elements of business narrative work.read more
View ArticleCustomers Are Talking: Dell Acts on Twitter Product Feedback
by: John CaddellI was interested in this post from the NY Times Bits blog: “Dell Says It Has Earned $3 Million From Twitter.” Selling, after all, is one of the Five Archetypal Business Twitter...
View ArticleCustomers Are Talking: The Hot Line
Have you ever filled in a survey card in a hotel room? I haven’t either. But more times than I could count I have wanted to let a hotel know about something I liked about my stay or wasn’t happy...
View ArticleThe Invaluable Stories inside Customer-service Calls
Much of the story work I’m familiar with involves asking people to tell stories about their experiences on a particular topic. I do some of this myself. But I’ve also done work with a completely...
View ArticleCustomers Are Talking: Retailer Zara Relies on Ground-level 'Specific...
Andrew McAfee’s blog is a great place to learn about how businesses can gain competitive advantage by their use of IT. But yesterday he took a left turn and discussed business situations where data...
View ArticleThe Three Minute Rule to Better Understand the Consumer
Anthony Tjan shares:While there are obvious ways to gain significant customer understanding, such as surveys and focus groups, some of the most interesting insights come from less direct analyses. read...
View ArticleThe Tragi-comedy of Customer Service
Guest Post by: Laszlo KövariMillions of stories have been written about bad customers service. It would be too easy to write another one, too easy to analyze the details, to pinpoint how they make all...
View ArticleChief Not Listening Officer
The obvious - and rightful criticism - to the current fashion for Chief Listening Officers is that everybody in the organisation should be listening, not just one designated person or department.But as...
View ArticleThe Dangers of Brands Over-responding on Twitter
One of my favourite podcasts is Listen to Lucy from the FT’s Lucy Kellaway and this week she has a great piece addressing how brands are responding on Twitter. Specifically how Starbucks responds to...
View ArticleLogo You Don't
Gap announced a new logo on October 4, and a week later retracted it with a promise to keep the old one. The chorus of vociferous customer disdain for the new design was topped only by the branding...
View ArticleToyota Acceleration Incident Report Cites Company’s “Skepticism and...
From The Mistake Bank:The Toyota “North American Quality Advisory Panel,” put together in the wake of the sudden-acceleration incidents in 2009-2010, has released its report, and it’s fascinating...
View ArticleWhy Are Companies Not Responding to Customer Complaints in Social Media?
Guest Post by: Jo StratmannThough there are several opportunities for using social media as a customer service channel, but while customers are using social media to lodge complaints, the majority of...
View Article20 Signs That It's Time for a VOC Redesign
I recently met with a company that has been a client of ours for the last five or six years. During that time, there have been personnel changes on our team and on theirs. As a matter of fact, none of...
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