Customer experience is at the heart of business sustainability and growth. One of the biggest challenges for organisations is sustaining client relationships. The crowded and erratic market have shorter technological cycles and a narrow window to get things right the first time.In...

Recently I had the opportunity to present a session at NHRD Pune Chapter (https://www.linkedin.com/pulse/nhrd-pune-chapter-presents-workshop-hr-analytics-nhrdn-pune-chapter) As part of a day-long HR Analytics workshop.  Apart from Feedback Consulting, other speakers included...

As a practising Customer Satisfaction Survey professional, this is a question I often ask my clients. Who actually owns the “Customer” within your organization? In case of other stakeholders, this question is much easier to answer. For example Employees are owned by HR Team...

There are always 2 hats to wear to look at research study from both the business perspective and research techniques which are been deployed. The Business Thinking tends to focus on outcomes Each question is vital which helps resolve a business problem! There is a strong temptation...

You cannot report what is not captured and hence it is important to be double sure on what one wants from a customer interaction in the shortest possible time. Some points that can really help building an effective communication with the customers with a structured questionnaire are...