A one-minute customer feedback system that helped drive a 15-point Net Promoter Score (NPS) improvement across Nando’s UK operations has now been rolled out across Australia and New Zealand.

As recent months have clearly shown, having a strong digital marketing and commerce capability has been one of the defining factors of those organisations that have best coped with the COVID-19 crisis.

A redesigned website, fresh insights into competitive opportunities and growing audience engagement and conversion are just some of the wins Finder is having after investing in a new brand and consumer experience measurement platform.

For many organisations, the emergence of digital channels necessitated creation of an entirely new business function to support them. A key question then is where to house that function – within marketing, IT, operations, customer, or someplace else?

​Forrester has released its Forrester Wave: Customer Feedback Management Platforms, Q4 2018 report, detailing the nine providers who are transforming customer feedback management (CFM) and therefore the customer experience (CX).

We are entering the era of relationships where the process of understanding what’s happening with customers, then delivering against those needs, is crucial to building brand connections that sustain businesses.

While most organisations understand the significance of a voice of the customer (VoC) program, many are still struggling to execute their strategy effectively. Here are six fatal mistakes marketers are making and how to avoid them.

A voice of the customer (VoC) program can be a powerful way marketers can collect customer feedback, mine that feedback for insights, and then incorporate those insights into business decisions - but what happens when there’s just too much data to manage?