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You can have phenomenal survey response rates, a seamless question flow, words crafted to prompt feedback from even the most reluctant customer and more insight than you can shake a stick at; but if your contact centre colleagues are not fully engaged in your Voice of the Customer process then you'l...

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Over the past ten years we've been involved in developing and implementing hundreds of Voice of the Customer (VoC) surveys for our customers. In that time we've learned (often through bitter experience) what works and what doesn't. As with life it's often the things you least expect to go wrong that...

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I’ve always been struck by the interest people show in case studies, contextual research or learnings from outside the industries in which they work. It’s a sign that we all sometimes get bogged down in day-to-day tasks and that we need to look beyond the narrow boundaries defined by our current rol...

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About this time each year Jeff Bezos writes a letter to Amazon's customers, employees and shareholders. Part 'thank you' letter, part encouragement to shareholders (not that they need much with the share price up by nearly 50% in the past twelve months) it's mainly a new chapter to the Jeff Bezos gu...

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Ten years ago Tony Blair was preparing to hand over the reins of Prime Minister to Gordon Brown, the rebuilt Wembley stadium had just opened its doors to the public and Twitter celebrated its first birthday. Meanwhile plans were being hatched to launch a new company that was going to change the way...

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