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...
Read More >>>Tag Archives: customer surveys
Alternatives – and cautions – when measuring quality
Why is it that professional sports teams put so much focus on tracking statistics? They...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>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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