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People, Organisation and Leadership (40)
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Customer Feedback and Action (18)
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Customer Feedback and Action Articles
giffgaff – a business strategy based on crowdsourcing and crowdservicing
October 2010
Tony Weimer looks at giffgaff, a mobile network run by its customers, and how their business model is predicated on crowdsourcing and crowdservicing as a fundamental part of the strategy.
Why don’t we listen, prioritise and act on what our customers are telling us?
June 2010
Ian Morton discusses how many companies are failing to prioritise and drive their business change programmes based on what their customers really experience. He provides guidance for improvement and clear action steps to help you get there.
The six best ways to collect customer feedback
April 2009
David Naylor highlights the top six ways to harness the 'voice of the customer'
A beginner’s guide to speech analytics
March 2009
David Naylor tells us the hows and whys of speech analytics.
Delivering the Pledge on Patient Experiences
September 2008
Lord Darzi's vision is to "put the patient at the heart of everything we do with the provision of healthcare". Budd's latest minibook helps all providers of healthcare services understand what this means for improving the end to end patient experience.
The commercial benefits of listening to customers
September 2008
Methods for capturing and acting on the voice of the customer often fall short of what’s needed to drive effective business change. Get it right, however, and the benefits to the customer and the business can be enormous.
Differentiation
March 2008
Another in our popular minibook series. Differentiate yourself by understanding what is frustrating your customers every day and knowing how to drive the action to change that experience.
Treating Customers Fairly
March 2008
By the end of December 2008 all firms are expected to be able to demonstrate that they are consistently treating their customers fairly. Our minibook describes how.
The Best Service is No Service Minibook
February 2008
If you're passionate about customer service, want to challenge the customer demand cycle but need to get the customer message across in your organisation, you need the Budd Minibook.
Digging for Gold
November 2007
Sue Cooke, consultant at Budd, highlights the key role that call centre agents play in helping businesses understand why customers contact them. All to often its through `own goals`, bad process, ineffective technology and slow delivery force customers to make contact and add costs to the business!
Sustaining feedback from the frontline
October 2007
Agents really know what causes the customers to call, they recognise what’s gone wrong and the reasons why the customer is irritated.But, does anyone ever ask them?
PODCAST: The WOCAS process and IVR (4.5Mb, 5mins)
December 2006
Peter Massey talks about how listening to customers is strategically important and can tactically be used to make IVR a success - produced in conjunction with Budd partner SOH http://www.soh.co.uk
Harnessing WOCAS - the Do's and Dont's
September 2006
Expanding on the learning from Bill Price in Amazon, this paper explores the success factors for making WOCAS work in your business.
Are you measuring thin air?
May 2006
Are you wasting lots of time and money collecting data that either misdirect your plans or does not get acted on? Or are you inside the virtuous circle, asking your customers to tell you how to systematically improve what you do for them?
How to Manage the Customer Experience
December 2005
Learn how Cable and Wireless and a global software company systematically gather and use the free feedback from their customers and use it to improve the customer experience, retain customers and reduce costs in the process. From our Australian colleagues.
Harnessing WOCAS
September 2004
This article is by former Amazon Global VP Customer Services Bill Price who runs our US LimeBridge business. WOCAS - what our customers are saying - was a key process in Amazon's success.
2004 Budd Survey - Making your business Fast+Simple for customers
April 2004
This 2004 survey investigated the extent to which businesses are being Fast+Simple for their customers. The report highlights the importance of closing the loop from customer feedback, programmes of improvement and operations to drive continuous improvement as done at Amazon.