service800-rotator.png

SERVICE 800 Resource Library

Iresha Herath

Recent Posts

4 ways to pull yourself out of the customer loyalty hole you've dug!

Can you believe that the Holidays are already here?  We've already survived the chaos that is Black Friday and while some of us are smiling following another successful customer stampede, others are left guessing what went wrong.  Are the Holidays making your balance sheets smile or are you trying to figure out where you went wrong?

Read Article

Your Benchmarking Scores: "The Chocolate Chip Phenomenon"

To efficiently compare your company's performance against others’ (benchmarking) you need to decide against whom should you be compared.Following is what is known as “The Chocolate Chip Phenomenon” often described by Jean Mork Bredeson, President, SERVICE 800.

Read Article

Customer Satisfaction Surveys, CX Blog

Measuring customer satisfaction made easy... really easy.

 

The question now is, can you handle the truth?

Measuring customer satisfaction can be a very daunting task whether you have 20 customers or 200,000.  It is easy to over complicate strategies to find out what your customers really think about you, spending hours strategising how to conduct the study, how many people to ask, and even what to ask. At the end of the day there is only one rule that you should follow when exploring measuring customer satisfaction, start simple and just ask!

Read Article

CX Blog

Don't forget these customer satisfaction survey program tips

 

Read Article

CX Blog

Whats your definition of a 'brief' customer feedback survey?

 

Read Article

Customer Satisfaction Surveys, CX Blog

Hidden meanings in the wording of a customer satisfaction survey

 

Read Article

CX Blog

The customer satisfaction feedback data dam is leaking!

Can you imagine walking in front of a dam that holds back a river, and seeing a tiny trickle of water running from a crack in the structure?  What would you do?  Maybe you'd tell someone.  Maybe you wouldn't since it's only a tiny trickle.  Most people would just keep on walking because it didn't seem that important.

Read Article

CX Blog

Is "survey" in "customer satisfaction survey" now a 4 letter word?

 It’s a common thing these days: businesses ask their customers or employees to participate in a survey, to which many respond with a groan.  The word "survey" has become associated with a nuisance, rather than the positive message of interest it was intended.

Read Article

Customer Satisfaction Surveys, CX Blog

Why have customer satisfaction survey "top box" definitions changed so much?

A few years ago, when analyzing customer satisfaction survey results, top box meant that when you asked your customer a question and they responded with a rating, they gave you the highest possible rating.  For example, if you used a scale of 1 to 5 in your customer satisfaction survey, it meant that to be top box you had to receive a rating of ‘5’.

Read Article