September 22nd, 2017
Why is it critical to collect customer feedback?
Collecting customer feedback is one of the best ways to listen to your customers’ voice. Transactional surveys help you to identify and remedy customer pain points, understand what your customers need and most importantly, understand where your business has room for improvement.
September 1st, 2017
Why is a VoC strategy important?
Rolling out a VoC programme is no small feat, it involves engaging with many stakeholders within your business. It will mean providing data to 1,000s of staff to enable change, so a clear strategy is of paramount importance. The key to success for any voice of the customer programme is taking the time to plan your VoC strategy in the initial stages. Lack of direction and unclear communication can create results that fail for both the business and their customers. Good input creates good output.
May 15th, 2017
While every one of Watermelon’s Voice of the Customer questionnaires is unique to each client and project, there are some key pointers to consider around the VoC survey’s design and the approach to different technologies that will help it to be a success.
May 2nd, 2017
Unstructured data is one of the most valuable sources of customer feedback. And at Watermelon we always recommend that every Voice of the Customer programme should gather unstructured data to listen to the customer voice. There are two options when considering how to code your verbatim data, either adopting an automated or manual approach.
April 10th, 2017
Data security is a top priority in many businesses, especially ours. The data we collect through our Voice of the Customer programmes are valuable to our clients but even more so to our participants.
February 13th, 2017
When embarking on a Voice of the Customer (VoC) programme or refreshing a programme which isn’t delivering, one of the key questions is what metric or metric(s) shall we use? Our response is always the same; it depends on the business and the objectives it is working towards.
August 17th, 2016
With around 1.44 billion monthly active Facebook users and 255 million monthly active Twitter users, it is now easier than ever before to tell the whole world about your recent customer experience.
June 16th, 2016
The debate is fierce – do off-the-shelf solutions work or are bespoke programmes the only way to truly listen to and engage with your customers? In our latest blog post we debate some of the key strengths and weaknesses.
April 28th, 2016
Interactive Voice Recognition (IVR) still has a bad reputation, but why? We’ve all experienced or heard horrors stories of getting lost in labyrinthine touch-tone menus or desperately replying back the name of the department we need to speak to only to be told repeatedly that our request cannot be recognised.
March 24th, 2016
Listening to customers in real-time is becoming a must for all brands, but making sure that the data can be used to drive positive change within the organisation is critical to success and how to best go about achieving this is the big question regularly posed to us.
“Listening to customers can identify opportunities, avoid mistakes and positively impact word of mouth...”
Mark Squires, Chief Executive - Watermelon
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