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SERVICE 800 Resources

Blog Posts, Success Stories, and White Papers

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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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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