BigEars Blog

Customer Storytelling
6 ways to Improve your Customer Surveys

If you were CEO and could sit down to have a conversation with any of your customers, what would you ask them?

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Customer Storytelling
Core Needs vs Aspirational Wants

What happens if you spend your time focusing on customer “‘wants” and forget about customer “needs”’? ...

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Customer Storytelling
Ask and you shall receive….

Great article from Neil Hoyne about the power of asking for positive feedback.

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Customer Storytelling
The dehumanisation of data and research

Summary of an excellent article by Emmet O'Brian ...

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Customer Storytelling
Fighting Feedback Fatigue

How to make your feedback count. ...

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Customer Storytelling
Effective Storytelling

Never underestimate the power of a customer story. ...

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Customer Storytelling
You Can’t Always Get What You Want

The pains of going through an insurance claim where customer needs are not met. ...

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Customer Storytelling
Emotional Connectedness

Emotionally connected customers are on average 52% more valuable than those who are just highly satisfied ...

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Customer Storytelling
The Power Cut, the Faults Guy and the Customer Survey.

An example of a company taking brevity too far in their customer survey. ...

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Customer Storytelling
Understanding Your Customers

What we can learn from Zappos ...

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Customer Storytelling
Want a better answer? Ask a better question!

If you are looking for better answers, you should think about asking better questions.

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Customer Storytelling
5 tips for creating awesome customer surveys

So many companies get this wrong. Here are our top 5 ways to get it right. ...

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Customer Storytelling
The Power of Voice

A very short article on why voice is more powerful at conveying meaning. ...

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Customer Storytelling
RIP Dick Smith Electronics

Could the demise of Dick Smith have been avoided if they’d listened to customers? ...

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Customer Storytelling
No Comment. No Insight.

The importance of asking for more than a score ...

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Customer Storytelling
The power of empathy

In my experience the vast majority of customer complaints are not complaints at all….

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Customer Storytelling
I’m a customer, not a mystery shopper!

I sometimes find that businesses mistake their customer feedback programme for a mystery shopping programme.

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