Customer Listening: Your service sucks and I’m going to Tweet about it!

The other evening I caught part of Marketplace‘s Canada’s Worst Customer Service: Store Edition on the CBC. The show explored customer service at some of Canada’s major retail chains and as much as I found the show predictable (and slightly contrived), what piqued my interest the most was a segment where three dissatisfied customers were […]

Using Social Media Listening to Humanize Customer Journey Mapping

One of our most important programs here at Delvinia is our Customer Journey Mapping. By combining the results of user testing, customer surveys and interviews with web analytics and sales data we can map how your customers (and potential customers) interact with your company from their initial want or need through to purchase and post-purchase […]