Branded Customer Service: Reinforce your brand’s values through customer service.

Does your customer service reinforce or weaken your brand? Our experience and research indicates that unless you’re taking explicit steps to brand customer service, your company’s core values won’t be represented by your frontline staff. Certainly, ads can be engaging and commercials are sometimes entertaining. But once a customer walks into your store or phones […]

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3 Things You Can Do to Improve Your Customer Experience Before Lunch

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) and American Customer Satisfaction Index (ACSI) echo the same dismal fact: customers are dissatisfied with companies. There are countless reasons why the customer experience isn’t up to […]

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Customer Service Still Gets a Failing Grade

Since 2011, Interaction Metrics has been benchmarking the national quality of customer service. We call this our Quality of Customer Interaction (QCI™) Score. As of September, 2013, the score is 54 out of 100; in other words, customer service gets a failing grade. Read about our methodology here. As we’ve mentioned before, other indices point […]

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