Tim Waterton

Tim Waterton, Chief Revenue Officer of HappyOrNot®, discusses the art of gathering actionable customer insights. He emphasizes the importance of real-time feedback collection, arguing that capturing impressions right after experiences yields the most accurate data. Waterton distinguishes between customer feedback and reviews, revealing that both serve unique purposes. He advocates for concise, engaging surveys over traditional methods and highlights the need for a balanced approach to both positive and negative feedback to truly understand customer experiences.