News

A Guide to Creating the Perfect Voice of the Customer Questionnaire

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.

Five Ways to Keep Your Data Secure In-House

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.

Watermelon announces new senior management team and makes two additional board appointments

Watermelon Research, part of Chime’s VCCP Partnership, today announced its new senior management team, led by their recently promoted CEO Mark Squires. The announcement follows last month’s successful consolidation and restructuring of Facts International and Opinion Leader under the Watermelon brand.

Watermelon Webinar: How To Maximise ROI from your VoC Programme

Join us on Wednesday 7th November 3-4pm for our webinar – ‘How To Maximise ROI from your VoC Programme’.

The metrics minefield- which is right for your VoC programme?

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.

The whole world has turned social!

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.

Off-the-shelf or bespoke: what is right for your VoC programme

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.

Fall in love with IVR

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.

Voice of the Customer – your most powerful tool, if you use the data!

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.

ITN News recognise the power of consumer feedback

Watermelon have featured in a key news report for ITN exploring the need for real time customer feedback to strengthen brand performance. Watch the video below to hear directly from the Watermelon team on why our Voice of the Customer programmes are enabling brands to stay one step ahead of the competition.

“Listening to customers can identify opportunities, avoid mistakes and positively impact word of mouth...”

Mark Squires, Chief Executive - Watermelon

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