Criticism, Feedback and Scathing Reviews

Criticism, Feedback and Scathing Reviews

How do we deal with negative feedback? The more important customer reviews become, the more this question is discussed as a controversial talking point. Do we: Prevent? Punish them? Delete? Publish? Comment? You cannot rely blindly on customer reviews, whether...
Mirror, Mirror on the Wall…

Mirror, Mirror on the Wall…

Who is the fairest of them all? To get feedback, it is best to ask my customers directly. This happens in Germany umpteen thousand times a day but again and again, businesses complain that the willingness of customers to participate in surveys is low. Should this...
Activate your customers

Activate your customers

The real challenge for customer experience management is in activating customers. In consumer markets, we see customers as passive and they either buy or don’t buy a product and do not wish for any further contact with the provider. Should a problem with the service...