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Blog

Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Tag Archives: customer surveys

February 17, 2022

Collecting structured and unstructured customer feedback

Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be...

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December 2, 2021

Alternatives – and cautions – when measuring quality

Why is it that professional sports teams put so much focus on tracking statistics? They...

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October 21, 2021

Avoiding pitfalls when managing customer feedback

There are vast differences in how organizations are collecting and using customer feedback, and some are far more effective than others. Your approach to managing...

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October 14, 2021

7 Ways to See Your Business from Your Customers’ Perspective

The most successful leaders don’t rely solely on data to tell them what’s happening. They...

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May 6, 2021

Establishing Your Customer Feedback Goals

Managing customer feedback effectively requires that you establish goals. You can then identify the steps and resources necessary to achieve them. This video discusses six...

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March 28, 2019

Managing Customer Feedback – as It Happens

An important aspect of building customer relationships is managing customer feedback. This includes both short- and long-term objectives: it involves responding to feedback as it...

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January 17, 2018

Establishing a Key Performance Indicator

Many successful leaders establish an overall measure of customer satisfaction to gauge progress. I concur that’s a wise move, but it’s important to do so...

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August 6, 2015

Providing a Poor Customer Experience Is Costly

When customers go through what they consider to be major customer service failures, the company providing the poor experience pays a heavy price. According to...

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February 10, 2015

Consumer vs. Corporate Perception – A Clear Disconnect

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that...

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December 5, 2014

How Many Customer Service Interactions Go Wrong?

According to a Nuance commissioned survey of 1,000 American consumers, a quarter (26 percent) of customer service interactions are a negative experience. Among Generation X...

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September 18, 2014

Know What's Important to Customers

A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is...

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July 31, 2014

What Are Your Customers' Priorities?

In a recent survey conducted by IntelliResponse, customers chose efficiency over personalization. Of the 1,000 US online consumers who were surveyed, 59% said they want...

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Recent Blogs:

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  • Will the Fundamentals Change?
  • Stories from the Field: Improving the Service Process
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