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CX Blog

Closing the Customer Feedback Loop

If you have been reading our previous blog posts, you should now be familiar with the main types of customer experience surveys, CX metrics and clever tactics to utilize when implementing a customer experience management program. Most companies see the value in implementing a customer feedback program to further understand their customer base. However, what’s lacking in most CX programs is the “Closing” actions of the customer feedback loop. Nothing is more frustrating to customers when they give out some of their precious time to give you feedback on your product or services and the feedback falls into what the customer views to be deaf ears.

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Social media might NOT improve your customer satisfaction

Over the last few years I have enjoyed following the explosion of social media strategy into the business environment.  If you take a minute to look at your own professional network I'd venture to guess that for most of you, over half of your network have some involvement in social media.  Many companies see social media as a new channel to bolster marketing efforts and even a way to help with improving customer service.

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Does experience affect customer satisfaction in products or services?


My daughter and I recently went on a wine tasting tour in California where we visited about a dozen different wineries over a few days.  If you’ve ever had the pleasure of participating in one of these tours you may have noticed after the third winery everything starts to blend together.  Having five different wines at four different wineries every day will do that.

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Turning customer satisfaction data in to profits, Part 1: Reliable Measurements

 

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CX Blog

Q: When is 10 greater than 20? A: Customer Satisfaction Surveys!

Okay, Okay. I know that mathematically the title of this post doesn't make sense.  Yes 10 is always less than 20 when you're crunching numbers mathematically but there ARE times where the number 10 is greater than 20.  10 is always greater than 20 when you are talking about the number of questions in customer satisfaction surveys.

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4 ways to drive action from your customer experience measurement

I’ve collected my customer experience data but what’s next? This is a burning question that most companies encounter. After stating a CX program, gathering customer feedback data is only the beginning of the process. The real work starts when trying to figure out how to use this valuable data. Here are some tips on how to leverage data for business value,

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CX Blog

Differences between transactional and relationship surveys

We live in a fast pace, highly competitive digital age where consumers have the freedom to choose products and services from anywhere, anytime. Therefore, it is pivotal for businesses to understand their customer base and recognize their changing needs. How can we find out what our customers like and dislike about us?  We need to ACTIVELY LISTEN to them!

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What ratings aren't telling you in customer satisfaction surveys

Why are people concerned with what rating scale to use for customer satisfaction surveys and customer loyalty measurement? Sometimes I think we spend too much time on some decisions and not enough time on others.

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Restaurants + Twitter = Customer satisfaction measurement ?

More and more restaurants are adopting Twitter to engage with customers for a new source of customer satisfaction measurement.  By utilizing Twitter restaurants can offer special deals to their followers and also counteract poor experiences with almost immediate responses.  We're not talking only mom and pop restaurants here but large chains like Chipotle too. As another industry jumps on board the Twitter bandwagon, are you questioning if you should be on Twitter to help with improving customer service?

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Customer Effort Score or Net Promoter Score?

 

Do you ever wonder which metric is best for your organization? Are you contemplating if you should focus on increasing promoters or should you focus on reducing customer effort? Many of you want to know which metric is better.

The good news is NPS and CES are NOT mutually exclusive.  In fact, the two metrics can complement each other because they measure different customers experiences.

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