August 17th, 2018
To close the loop simply means to respond to customer feedback directly – often to try to resolve an issue or respond to a complaint. Traditionally, customer satisfaction surveys have focused on only collecting customer feedback. But times have changed, and many customers now expect that if they have taken the time to provide feedback that they will receive a response, especially when they highlight a problem.
July 2nd, 2018
Many business leaders look to use Customer Experience (CX) programmes to strategically improve operations - surveys and studies indicate that companies are investing more today than ever before on customer service and customer experience. But why are CX programmes failing, and what can business leaders like yourself do about it?
June 4th, 2018
Informal customer feedback provides an alternative way to listen to your customers, and is just as powerful and insightful to your organisation as feedback gathered through more structured feedback solutions.
May 16th, 2018
Mark Squires, Founder and MD of Watermelon has joined the UK Customer Experience Awards judging panel, alongside other leading CX professionals
May 8th, 2018
Customers are becoming ever more powerful and ever more vocal with giving their views to the companies and organisations they interact with. Listening to your customers is essential to understanding their needs and exploring areas for improvement.
Here are some key points to consider when building a VoC programme.
November 22nd, 2017
Watermelon are excited to announce a new Transcription Service, Melon Transcribe. Melon Transcribe are an in-house team of transcribers who are specialists in high accuracy, fast turnaround transcription.
November 1st, 2017
What is NPS?
Net Promoter Score (NPS), measures customer loyalty and works by simply understanding the proportion of promoters (advocates) and detractors (critics) within a business. NPS is a really powerful key metric in the measurement of customer experience as it is correlated with revenue growth. Used correctly, it can really help a business understand the drivers of success and failure.
October 24th, 2017
Moving big CSAT customer experience tracking style programmes from one supplier to another can be a real challenge and involves a lot of thought. Clients are often deterred from moving suppliers because of the prospect of issues and unearthing problems they’d rather not have.
October 18th, 2017
Building a strategy for your VoC programme is crucial to its success. Whether you have a VoC programme currently in place which is working well, or a programme which is not quite fulfilling its potential, building and refining an overriding VoC strategy is always a good idea.
September 29th, 2017
With so much data collection and constant brand engagement, it is often hard for consumers and customers to understand the importance of customer feedback and how businesses act upon it. In this article we explore the four simple steps that Watermelon take to ensure our clients use Voice of the Customer to value their customers most effectively.
“Listening to customers can identify opportunities, avoid mistakes and positively impact word of mouth...”
Mark Squires, Chief Executive - Watermelon
Getting you setup on a demo account is as easy as 1-2-3. Just fill out this short form and one of our friendly consultants will get in touch to get the melon rolling!