When feedback becomes a burden for the customer
Customer experience (Customer Experience, CX) has in the last decade become one of the main pillars of competitive advantage. With this, the pressure for systematic measurement is also [...]
Customer silence is a warning signal, not satisfaction
Most companies work with the voice of the customer. But in reality, they only listen to those who speak up. And that is a fundamental problem. According to [...]
Speed determines who survives and who disappears from the game.
Customer expectations today do not oscillate in quarters, but in hours. What still represented a premium yesterday is today perceived as a given. In this context, traditional, retrospectively [...]
