Today I was on the receiving end of a customer surveys campaign at IKEA. It was not the first time I had noticed IKEA had started collecting customer feedback through in store systems. This time, instead of the passive fixed customer survey stations, I was pro-actively approached and asked to fill in the customer survey […]
Last week I presented my Voice of the Customer presentation at the Dutch Emerce eTravel 2011 event in Amsterdam. The event which focusses on developments and trends in the online travel industry was a great moment to share some of my experience setting up and maintaining Voice of the Customer programmes.