The following tips to improve customer experience can help you boost your customer satisfaction quick. But first let’s take a look at the state of customer satisfaction. We’ve written about it before: customer service gets a failing grade by our Quality of Customer Interaction (QCI™) Score. Other customer satisfaction metrics like Net Promoter Score (NPS) […]
Last Updated: May 22, 2025 Great customer service doesn’t happen by accident. At Interaction Metrics, we’ve evaluated thousands of service interactions—and surveyed just as many customers—to understand what works and what fails when it comes to communicating with and supporting customers. What we’ve seen is that even well-meaning support teams underwhelm if they don’t have […]
Customer service errors are everywhere, but avoid these two big ones! Here’s an example of one: This past Sunday, The Haggler, David Segal “Halving the Portion, but Not the Price.” New York Times, June 23, 2013, wrote about how companies protect their profits by reducing package volume while charging the same amount. In other words, […]
Bad customer service: we’ve all had it, but why does it happen? In yesterday’s The Haggler (David Segal. Jun. 9, 2013. New York Times), David Segal praises Quicken Loans’ great customer service, which he attributes to their superior corporate culture. We don’t doubt that Quicken Loans provides great service (in fact, we would have scored […]
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There are a wide variety of customer feedback tools — but how do you know which ones to use? Collecting customer feedback drives customer experience improvement; becasuse, after all, “you can’t manage what you don’t measure.” So what about social media? Certainly, by its nature, social media is where customers go to communicate their feelings. […]
Customer service boils down to a simple give and take: customers have questions or problems and companies provide answers. It’s pretty straightforward. But all too often, customers are left befuddled, scratching their heads and wondering: “What did they mean? Were they listening? What do I do now?” Transparency and authenticity are the buzzwords of business. So […]
Unstructured data is invaluable to your customer feedback, but only if you know how to approach it. We heard a great webinar from Bruce Tempkin at CXPA yesterday about how to gain customer insights from unstructured data. Bruce addressed the cavernous disconnect between limited, multiple-choice responses and the reality of complex customer thoughts and feelings. What We’d Add […]