When it comes to customer experience research, Simon Wood thinks researchers have a bit of identity crisis. Are they working in market research or part of the customer relation management process?
RW Connect blogger Simon Wood head of TNS UK warns that customer satisfaction surveys with a narrow view that ignore a company’s competitors may well provide deceptive results.
Say hello to RW Connect’s newest blogger, Simon Wood, head of stakeholder management at TNS. In his first post Simon asks why when it comes to the customer experience, we frequently miss an important aspect.
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