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Customer Choice and Customer Loyalty – Part 1

You can run an expensive advertising campaign trying to convince the world that you put the customer first, and that quality is (as one famous ad campaign put it) “Job 1,” but if you don’t deliver genuine customer satisfaction and genuine quality, you’re just wasting your money. And why is that? Because all of the …


Voice of the Customer – Part 1 of 2

What exactly do we mean by the voice of the customer? Simply put it is how a company will gather information about how customers feel about the business and its products. For customers this will mean that they have an opportunity to voice their opinions about the company. They will feel that the company respects …