Tag Archives: Customer Feedback Channels

Broken Brand Promises: Three Lessons about Turning Mistakes into Opportunities

It’s a brand manager’s worst nightmare. You wake up in the morning to find your brand unexpectedly in the headlines or trending on social media – probably not good news. Unfortunately, there are plenty of examples we can point to, from the Wells Fargo fake account controversy, Chipotle’s food safety scares, or Samsung’s recall of […]

Beyond the Survey: Information to Fuel Insights

In our eBook, Launching Customer Experience Insights, we spoke about the need to launch insights throughout your organization. Now let’s take a step back and look at what is needed to create insights. The process goes beyond facts and data.