Invest in Customer Feedback Here’s the truth: friendly customer service is NOT enough. Often, companies don’t sufficiently invest in customer feedback evaluations because they believe hiring smart, friendly staff will produce adequate customer service. And yet, many of these same companies claim that customer service is one of their core strengths. But why settle for […]
Proactive solutions scores can tell you a lot about your customer experience and how to improve. The Scenario It’s a familiar scenario: you call a company’s customer service, get your problem solved…and then discover it wasn’t solved at all. It’s a frustrating experience—but a preventable one. Companies that solve all problems in one call offer […]
Great customer service is something that sticks with you for years. Not too long ago, while checking into a hotel on a damp San Francisco night, the front desk clerk noticed my sniffling and asked if I wanted chicken soup. “That’d be great,” I replied, assuming it was just a sympathetic comment and not an […]
Are you capturing and measuring the real customer experience? How do you know? Customer feedback surveys are great because they can be objective and easy to implement. But they only capture the tiniest slice of the actual customer experience, especially when it comes to the experiences customers have with contact centers. According to CallMiner, companies […]
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It’s not as daunting as it may seem to get a better customer satisfaction survey. Earlier this month, I discussed how to improve your customer satisfaction survey in a GoToAssist webinar. Participants shared lots of comments and questions, so here are a few more ideas and resources. One person said they learned about what NOT to […]
Want to know how to fix common survey errors? Read on to find out more. Ask yourself if your customer satisfaction survey is good? Really good? Customer satisfaction surveys are a multi-billion dollar industry. Unfortunately, most customer feedback is riddled with errors. From sampling issues to poorly worded questions, the state of customer feedback is […]
We’ve written a lot about customer satisfaction survey errors, but, time and again, we see the same mistakes crop up. There are a lot of errors surveys make, but these are 5 of the worst. Check out our latest Slideshare about this topic and read on, because these are the kinds of errors that alienate […]
Take Customer Experience Seriously from Martha Brooke
Customer interviews are an incredibly valuable research tool when used correctly. Satisfaction surveys (done well) are a great way to collect facts about your customers. The problem is, no matter how good they are, they don’t capture your customers’ complex thoughts and feelings—about you, your marketplace and your industry. To get a detailed picture of […]
Customer feedback surveys don’t have to be bad. But they often are. Case in point: I recently took a survey that began with this question: “Please rate the balance of graphics and text on our website.” What insights did the company hope to gain here? If a large number of respondents answered “Poor,” what would […]
Satisfaction survey mistakes are everywhere. It’s practically a given that every company will issue a customer satisfaction survey, but the old way of doing things isn’t working anymore. Customers are fed up with long surveys full of questions that don’t apply to them, and their responses to these surveys end up as useless numbers that […]
Customer service is an powerful tool that can support your brand or drag it down. Sometimes customer service reps do everything “right” but miss the point of your brand entirely. You work hard to define your brand, but if you ignore the capabilities of customer service to communicate your company’s values, you miss a crucial […]