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Ideas management: Promoting innovation

Ideas management: Involve everyone Does your company give customers the opportunity to submit their ideas regarding product development or service improvements to key decision-makers? Does your company use customer and employee ideas to ensure the right products and services are … Continue Reading


User community: Drive innovation

User community: Building a competitive advantage Connecting customers, partners and employees can be difficult. Elements, such as, real-time insight, meaningful feedback and a collaborative work process, can combine to create a culture capable of thriving during difficult times. The active … Continue Reading


Feedback systems: Enhancing product development

Feedback systems increase profitability Well managed customer relationships, timely focused communications and feedback systems combine to develop an acute understanding of customer needs. This in turn increases the potential for products to be profitable once introduced to the marketplace. Feedback … Continue Reading

Customer portals: Gateways to your customers

Customer portals encourage sharing of critical information Customer portals are multichannel applications that easily encourage sharing of information and content between your customer and the team members in your organization. Essentially, the information gathered and analyzed from a customer portal … Continue Reading


Site feedback: Enhance the customer experience

Site feedback helps optimize your website There are many things to consider when building a website: the message that you want to convey to your various stakeholders and a multitude of design elements, such as, colour, layout, graphics…and the list … Continue Reading


Customer feedback integration: It’s not a choice, ‘it’s a necessity’

The importance of customer feedback Many companies find it difficult to acquire customer feedback in a timely and useful manner. Customer satisfaction surveys and focus groups are used by most companies to develop products, but the data provided is either … Continue Reading

Creating Customer Loyalty

What is Customer Loyalty? Customer loyalty is the notion that customers are faithful, devoted and attached to specific products and companies that satisfy their needs. Loyalty is generated from attitudes and feelings customer’s associate with a particular product which then … Continue Reading


The Voice of the Customer

New Year’s resolution: Listen to the “voice of the customer” and take action Today, it is impossible to read an article or blog on managing customer interactions without seeing the term “voice of the customer”. It has become a key … Continue Reading

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A User Driven Approach To Product Development

What is user driven content? User driven content is information that has been heavily influenced by the opinions, thoughts and ideas of individuals. The notion is that customers are no longer spectators but collaborative partners in business development. Today, customers … Continue Reading

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What do your customers think? Ask for feedback!

Ask for feedback on a continuous basis Do you regularly ask for feedback from your customers regarding product suggestions, preferences, likes and dislikes? Do you ask for feedback about the customer’s experience? Systematically asking for feedback, carefully analyzing and turning … Continue Reading