I’m seeing an interesting trend in my client work. The metrics used to measure the health of customer relationships are declining, yet the companies have not really changed anything operationally. So how does one explain this disturbing trend? First, getting to the heart of the matter would require a deep dive into the metrics to [...]
Filed under: Competitor Analysis, Customer Focus, Customer Strategy | 1 Comment »
No, it’s not the title of the next movie in the Star Wars series. It is part two in a three-part series from Accenture on customer service in the technology industry. The survey mentions several review sites such as epinions.com, theconsumersreview.com, resellerratings.com, and gethuman.com. Are they effective? The report states that: “According to Henderson research, [...]
Filed under: Competitor Analysis, Customer Service, Technology Industry, Voice of the Customer, Word of Mouth | 1 Comment »
