Insights: Blog & Articles

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

Posts in the category of Customer Service Evaluation


One Concept that Improves All Your Customer Service Interactions

Another Customer Service Improvement Plan? In the US market alone, there are hundreds of customer service consultants offering thousands of customer service improvement strategies which begs the question: does anyone need yet another plan to improve customer service? I think, decidedly, yes, for the simple reason that most customer service remains lackluster and inconsistent—while executives […]

Read More...

GUEST POST: Jerry Sokol on Customer Experience Metrics

Jerry Sokol writes for Biz Meets Tech and he recently wrote about something that’s always top of mind at Interaction Metrics—good customer experience metrics. Numbers are only useful insofar as they help you improve—simply tracking outcome metrics or just collecting data is never the answer. The right customer experience metrics don’t just tell you that customers […]

Read More...

Customer Experience: Use The Right Metrics

Goals If you’re not achieving your goals for the customer experience, you’re probably not measuring at the correct level; learn what that level is. Companies want to give and get value through the customer experience—what are your goals? To deliver proactive customer service? Reduce customer support calls? Increase customer loyalty? Sell more through each customer […]

Read More...

Starbucks: Your Customer is NOT Your Guinea Pig

What Happened? It was the typical noon-time rush at my local Starbucks—certainly not my favorite time to stop, but I was hungry and wanted a snack. I ordered a drink and a bagel, and moved out of line to wait. My drink came out quickly, but five minutes later there was still no bagel. I […]

Read More...

Friendly Customer Service Is NOT Enough

Invest in Customer Feedback 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 adequate?  If you want to make strides and get […]

Read More...

“Talk Your Walk” with Branded Customer Service

Your Company’s Brand Your company’s brand: it represents the qualities and values of your products and services. So shouldn’t your customer service showcase your brand? Branded customer service gives your brand substance and depth. While your competitors are busy showing their brand simply through advertising, you’ll be cementing your brand through the lived customer experience. […]

Read More...

One Call Does It All: Get there with the Proactive Solutions Score

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 the best customer experience and maximize their efficiency. Take, for example, a guest who called a […]

Read More...

Let's Discuss Customer Listening!

Don't forget your name
Don't forget your company
Required format: bob@example.com
I'm not a robot.

Don't forget to check the box above. It helps us prevent spam.