Enterprises have always recognized the value of providing a high quality customer experience. However, measuring customer satisfaction and gathering feedback across multiple assets both online and offline, has not always been so simple. Remedying this challenge is the intersection of enterprise feedback management platforms with popular customer satisfaction metrics like the Net Promoter Score. By [...]

I just read an excellent Fast Company article by Robert Safian about surviving in the chaotic business environment of what he calls “Generation Flux”. Safian articulates how we live in a period where everything is basically up for grabs and not much is certain – except for uncertainty itself. He notes how “just 5 years [...]

One of the nice things about making your customers happy is that they will often share their appreciation with you and others. This is exactly what happed when our client Swisscom was contacted by 1to1 Media’s senior writer, Cynthia Clark. She spoke with Markus Eberhard, Head of Selfcare and Digital Support at Swisscom, and from [...]

We just closed our traditional Kampyle New Year kick-off meeting. It was a lively exchange of ideas and presentations of the 2012 road maps with our different departments mingling and enjoying excellent tasting food. Adding to our good mood was the fantastic review of an awesome 2011 giving much reason to applaud each and everyone [...]

I’m conservative by nature and normally would not make any predictions about anything. But when I’m absolutely convinced of something, I fearlessly take the plunge. Just ask my wife. After our first date I knew she was the one for me and on our 3rd date I told her so. While she thought I was [...]

Call me a storyteller, fine with me. But when I come across an exceptional customer experience driven by feedback, I cannot hold my horses. So this is the story how I got blamed as a spammer, wrote angry feedback and received a lovely email that definitely made my day. Spammer? Who? Me!?! Last week I [...]

Most things in life are pretty simple if you break them down to their basic elements. Online feedback is no exception. Just think about it – by inviting your users to share their opinion you are telling them that you care. This alone is a powerful tool in building trust and brand loyalty. While some [...]

What a great article of Todd Wassserman in Mashable about QR codes campaigns that completely failed! We are about 23 hours after its publication and it already got re-tweeted 4,801 times, including a tweet by me of course. While the brands that ran these campaigns might mourn over the money spent, we thankfully turn their [...]

I get homesick once in a while. I long for the little Austrian village – surrounded by lakes, hills and mountains – where I grew up. Way back then and still today the time between Christmas and New Year is cookie time. Or more precisely: it is the time all housewives will start a friendly [...]

Although there have been myriad tributes to Steve Jobs, I recently read articles that brought out a new appreciation for the man. Apparently, there has been controversy whether Jobs would research user sentiment or just follow his instinct when designing new products like the iPhone or iPad. Jobs has even been quoted as saying “We [...]