2016 was a riveting year for those involved in Customer Experience (CX), with 86% percent of companies wanting to excel at customer experience but only 27% qualifying as good in Forrester’s 2015 CX Index. [...]
The aim of many employee and customer feedback systems is to generate metrics so that it is clear what is going on. Trouble is, these metrics are pretty bald and of limited use unless you know WHY things [...]
Why on earth would you ask for feedback if you don’t know who the person is? How can you do much to respond if you don’t know who the person is? This is the big divide between market research and relationship [...]