Insights: Blog & Articles

Let's raise the bar on customer satisfaction surveys & customer service!

Posts in the category of Customer Service Evaluation

Gallup Says Engagement Matters, What Are You Doing About It?

For years, Gallup Research has reported on the impact of employee engagement on profits.Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope. For instance, in 2013, Gallup Research found that more-engaged employees have 21% higher productivity, 37% less absenteeism, and 41% fewer quality defects. With these numbers, it’s clear that engagement matters and that employers should want to find out how their employees are feeling about their jobs. In fact, they seem to want to find out because we’ve seen a surge in employee surveys over the past few years.


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.


3 Ways to Get More from Your Mystery Shops

At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can and can’t do. What Is It Good For? Mystery shopping has tremendous value for B2B as well as B2C, and is vital to a thoughtful and well-vetted customer service evaluation. Obviously, mystery […]


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