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 happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities. In a past issue of The Edge of Service® Newsletter, I look at what it takes to manage customer …

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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 with some cautions in mind. A recent Lynda.com course that I recorded addresses this topic and others associated with Customer Service Leadership. You might enjoy learning more about the best measure of overall customer satisfaction …

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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 a recent study by SDL: 64% of customers stop recommending the company, start looking for alternative brands, or actively disparage the company via word of mouth, social or other means. Only 10% spend more with …

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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 the customer service departments of today’s companies generally meet your needs and expectations? Yes: 22% No: 78% Corporate Perception (2014 Corporate): Do you feel that your customer care organization generally meets the needs and expectations …

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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 consumers—those born between 1965 to 1980—this number rises to more than one-third (36 percent). And over half of those polled have cancelled a service because of a bad customer experience. The top complaints are the …

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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 most important to you? The answers: Effective Issue Resolution–40.3% Immediacy/Fast Response–20.9% Ease and Convenience–20.4% Friendly/Personalized Approach–18.4% My take? Common sense suggests that none of the other things matter if the issue isn’t resolved. Beyond that, I’ll …

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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 a transactional relationship in which they receive efficient service (versus 24% who want a friendship, in which they get personalized service). As the customer service ecosystem continues to evolve, survey results such as these cause …

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Customer Surveys Are Going Mobile

“Consumers have already decided for us: If you want to connect with them, mobile is the way.” That’s how Forrester analyst Roxana Strohmenger puts it, and I agree. As mobile soars, mobile-based surveys are taking flight, optimized for preferred channels, smartphone (small) screens, and succinct question sets. Mobile is also opening up opportunities for feedback that goes beyond text and …

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