Insights

Through critical observations, we raise the bar on customer surveys & customer service.

Posts in the category of Editor’s Pick


Customer Experience Speaker, Martha Brooke Presents at 2 Conferences this Month

April 2019: Catch customer experience speaker, Martha Brooke at 2 national conferences: Operations Summit in Columbus, OH and the Smart Customer Service track of CRM Evolution in Washington, DC. Both conferences focus on the latest technologies and strategies driving the customer experience.The first day of Operations Summit, on April 9, in a Master Class Workshop Martha will discuss customer experience measurement and how to get your survey out of a rut. She’ll be co-presenting with Taten Soltis of Modcloth and Angie Stocklin of One Click.The following day, on April 10, in “Preparing Agents Who Rock at Resolution” she’ll present strategies and tips on how to improve the customer service and customer support resolution. In addition, she’ll moderate a panel on how to improve customer service in omni channel environments.

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Want Feedback? Make It So Simple a Kid Could Do It

I like taking customer surveys and do so nearly every time I have useful feedback to share. Perhaps it’s because I’m in the survey business. Or perhaps it’s because I like to feel “heard” as a customer.Either way, I’m a sucker for a survey.I usually buy my groceries at Whole Foods or Safeway. After some recent shopping experiences, I wanted to provide  feedback. Serendipitously, my receipts from both stores asked the same question: “How was your shopping experience?” And they both provided URLs for my feedback, so I logged in.

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Interaction Metrics Issues Gold Customer Experience Award

The Drives & Motion Division of Yaskawa America, Inc. has been recognized for its customer experience excellence with the prestigious Interaction Metrics Gold Award.To achieve the Gold Award, nearly 100 aspects of Yaskawa were analyzed using statistically-valid samples derived from customer feedback surveys sent to End-Users, Distributors, OEMs, and Yaskawa employees.The customer experience metric used to evaluate Yaskawa’s success is QCI™ Score (Quality of Customer Interaction).

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How to Use a Research Mindset to Avoid Huge Survey Blunders

Listening to your customers is smart—as long as you ask thoughtful questions that elicit useful insights. Unfortunately, when it comes to customer surveys, too many companies go through the motions, conducting customer surveys just to say they did it. That’s a big, BIG blunder. To avoid this, customer experience teams need to establish clear goals and put on their research hats. This means tackling customer experience with a research mindset.

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Answering NPR: Why 5-Star Rating Systems Don’t Work

For anyone who hasn’t used a ridesharing app, once you’ve arrived at your destination, the app asks you to rate your driver between 1 and 5 stars. These ratings are said to provide valuable information, but if customers aren’t sharing what they really think what’s the point?

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How to Invite the Most Honest Customer Feedback

Do you have time for a survey? Can you give us some feedback?  Tell me how I did!

We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d like us to take at the bottom of the receipt.

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5 Ways to Improve Your Customer Service Chat—Today!

There are many modes of customer service (phone, in-person, email, etc.). But, when done well, customer service chat is by far the best. It reduces customer effort, increases customer satisfaction and answers customers’ questions quickly. Plus, it’s less costly than the phone, is more immediate than email, and it amplifies conversion by showing up on your website just when customers are about to bail.

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