reviews and ratings

Are ratings over rated when we should be listening for the full story?

With so much activity around online feedback, ratings, surveys and reviews you would think that businesses are well equipped to respond to the voice of the customer and voice of the employee. In fact though, according to the 2015 Global CX Wakeup Call Report 45% of customers can’t remember having a recent successful customer experience, …

Are ratings over rated when we should be listening for the full story? Read More »