Healing the Pain introduces the concept of ‘Smarter Closed Loop Feedback’, helping companies maximise the ROI of customer feedback programmes and reduce customer complaints and churn.
Measuring customer effort in isolation is not enough. While it does link to customer outcomes, it is the Customer:Company Effort Ratio (C:CER) that really matters.
Now in its fifth year, the results of our 2015 Most Influential Brands of Canada study show a modest shuffling in the upper echelon and one new entry to the Top Ten list.
This white paper highlights some of the challenges involved in starting a text analytics project, setting out the best ways to avoid these in order to ensure the results deliver action-orientated insight.
After 3 months without movement, the global average for national economic assessment is up one point this month, with four in 10 (41%) respondents rating the current economic situation in their country as “good”. This is the first month with a positive gain for the national assessment average since July 2015.
Not long ago, it seemed impossible to think that the reputational turbulence experienced by the banks of late could be matched by any other sector. However, Volkswagen’s recent mea culpa is just one of the latest in a series of blows for the automotive industry and, for many, a potential tipping point in terms of trust.
