Contact Us
Tel: +44 (0)15395 65450
Paul Hudson
Paul Hudson CEO of Intersperience
View Paul's Blog >
Guest Bloggers

What are the benefits of online focus groups?

We all think we know what a focus group looks like. It’s a bunch of people sat in a room above a shop on the high street, being plied with cups of tea and Roses chocolates, whilst a moderator asks them questions and a gaggle of clients gawp at them and drink wine behind a piece of mirrored glass.

But when it comes to online groups, there is far more variation in what is promoted as an online focus group. For some, it’s half a dozen respondents on the phone and/or webcam, responding to...

Empathy in Customer Care – Lose Your Fear!

Customer care (customer service, help desks, technical support, contact call center) reps, sometimes struggle with showing empathy to angry customers. Heck, some struggle with showing empathy to any customer!

Throughout 20 years of inspiring and training professionals to understand the customer’s perspective and empathize to build customer loyalty, I have seen some who are naturally good at it, some who learn it, and others who struggle with it.

Most puzzling to me have been t...

Listening to what isn't said

Peter Drucker once said, “The most important thing in communication is hearing what isn’t said.”

Exactly…and I’d also suggest hearing what isn’t said is just as important in building a remarkable customer experience.

Permalink   Read more and comment (1)

1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11