Category: Uncategorized

Building a VoC programme – where to begin?

Setting out to build a Voice of the Customer (VoC) programme sounds like a simple task, but with most businesses interacting with their customers through multiple channels, and customer expectations rising in most industries, you need to take a strategic...

McDonalds vs the Banks – It’s not you, it’s me (we just want different things…)

A surprising fact has come to light since last month’s article regarding the effects of social media on McDonald’s and the Banks. Although, as predicted, the Christmas blues gave way to a rise in happiness among McDonald’s’ consumers, there was...

The Customer Experience Awards 2013

The 2013 Awards operated this year by Awards International are still open for entries! Key dates for your diary: Deadline for entry submissions June 14th 2013 Finalists announcement ...

Shining a beacon on all that is GOOD in UK healthcare

Well it was another amazing day of celebration and achievement for our stars of the healthcare industry. The PEN National Awards 2012 took place on Wednesday 6th February amid a buzz of excitement and anticipation. The healthcare industry has taken a...

The UK Customer Experience Index (UKCEI)

The UK Customer Experience Index (UKCEI) – Presented by Customer Experience Magazine and featuring the unique methodology of SpectrumInsight. In this, the first release of results for the UKCEI, we can reveal that Topshop have been giving their customers a truly...

McDonalds v The Banks Has McDonald’s been affected by the processed food scandal?

  Following on from last month’s article using SpectrumInsight’s real-time consumer insight methodology, we look at how customer views towards McDonalds and the Banks have changed over the past month, and more importantly, why? We touched on the importance of using feedback...

Tweet off: the mastery of the twitter tone of voice

What happens to tone of voice on Twitter? Are brands successfully squeezing their personality into their tweets? Or are the constraints of Twitter squeezing the personality out? Let’s take a look at two well-known brands and pit their tweets against each other. First...

UK Customer Experience Awards 2013

Categories & Entry Criteria – up close and under the spotlight This year there are 22 different categories up for grabs at the UK Customer Experience Awards 2013. With 12 different industry categories available, 8 discipline specific categories, plus Professional...

McDonald’s vs the Banks – an insight

Customer Experience Magazine in conjunction with SpectrumInsight are conducting a three month study, using SpectrumInsight’s revolutionary new realtime consumer insight methodology. I met Mark Westaby and Karen Williams, co-owners of SpectrumInsight at the most recent Cranfield Customer Management Forum at the...

Good cop, bad cop

Why do good complaint handlers go bad when they write to customers? There’s a condition in complaint handling which we at The First Word like to call good cop, bad cop. It doesn’t involve interrogating customers in a dark, smoky room....