Most B2B firms worth their salt have a formal annual customer satisfaction/ engagement survey which is usually conducted by a central business enabling function i.e. marketing or a quality department. Firms usually review and act on the feedback at a company level Impressive...

One of the biggest fallouts of the 2008 economic recession is the excessive focus on employee productivity, “right sizing” and automation, job security and aspects of “soft” employee engagement took a serious back seat. When the firm’s profitability and growth imperatives were under...

Customer feedback is increasingly becoming an important tool / output for most mid-level as well as senior managers to improve / innovate and calibrate the service rendered to their clients. While most reports seem intuitive to use, we need to demonstrate maturity in using these...