Using Closed Loop Feedback To Get Closer To Your Customers

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.

Why do Customer Experience Programmes Fail?

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?

The Power of Informal Customer Feedback

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.

Mark Squires to judge CXA’ 18

Mark Squires, Founder and MD of Watermelon has joined the UK Customer Experience Awards judging panel, alongside other leading CX professionals

How To Build An Effective VoC Programme

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.

Watermelon launch Melon Transcribe!

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.

An Essential Guide to NPS

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.

The Key Steps to Transitioning Your CSAT Programme

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. 

How to Refine Your Customer Experience Strategy

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.

Using Voice of the Customer to Value your Customers – 4 Simple Steps to Success!

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

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