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Managing customer satisfaction is the responsibility of everyone in the company !

By | 02, 2017|Categories: Market Research Information|

Decide, act : each user profile has a customized view, which offers both operational and strategic capabilities for running Customer Experience programs Driving a business means defining objectives and the means that will allow the [...]

How to increase customer engagement after first sale

By | 01, 2017|Categories: Market Research Information|Tags: , |

Increase customer engagement You’ve made your pitch. The customer sees the value in your product or service and makes a purchase. Congratulations are in order, revenues are trending upward…but what’s next? To nurture [...]

The use of Customer Feedback: The Feedback Management ROI approach

By | 11, 2016|Categories: Expert views|

Interview with Thierry Aubert, COO of MediaTech Solutions, Publisher of Instant eXperience, the Feedback Management solution. Capturing Customer Feedback is not sufficient to create value, your solution needs to go further in its initial approach [...]

KPIs & Customer Experience: killing the measure with too many indicators

By | 07, 2016|Categories: Expert views|

The choice of indicators has to be made in alignment with company’s objectives. Nonetheless, companies involved in Customer Experience improvement programs have to pay close attention to the indicators selection. Having said this, there are [...]

100 Customer Service statistics you need to know

By | 06, 2016|Categories: Market Research Information|

The following statistics about customer service are once again showing the importance for organizations to manage Customer Experience. Customer Feedback Management solutions such as Instant Survey powered by MediaTech Solutions allows companies to effectively manage [...]

Implementing a Voice of Customer Programme to Match Your Business Objectives

By | 11, 2015|Categories: Events, Expert views|

Last week we attended the Customer Engagement Summit. At our Round Table sessions we discussed “Implementing a Voice of Customer Programme to Match Your Business Objectives”. We would like to share the main points from the [...]

Why simplicity may be the secret to brand success ?

By | 03, 2015|Categories: Market Research Information|

Talking about disruptive brands these days, no matter their function or the category they're disrupting, they possess a common characteristic: SIMPLICITY. Simplicity is precisely one of the the key characteristics of Instant Survey , MediaTech [...]

Contact centres must provide both an individual and omni-channel customer experience

By | 03, 2015|Categories: Market Research Information|

Nicholas Ashford of call telephone answering specialists MessageBase (www.messagebase.com) explains why contact centres must adopt an omni-channel approach to customer experience now to respond to shifts consumer behaviour. The game is changing, time for new [...]