Customer Bliss

JANUARY 17, 2019

When Lisa started working at Netspend in 2006, the company was relatively small and was in an industry that didn’t really exist before the company itself existed. Customerville transforms customer experience surveys into rich, interactive experiences using its unique Design-driven Feedback platform. Enjoy the show!

Connections 190

Connections Company How To Chief Customer Officer 190

GetFeedback

JANUARY 12, 2020

Through Voice of the Customer (VoC) surveys and many other sources of customer feedback, it can seem like a game of whack-a-mole. Southwest gets lots of negative feedback on their boarding approach and yet decided that fixing this problem would raise costs and eventually cause customers to defect. That’s not as easy as it seems.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

SurveySparrow

JANUARY 1, 2020

SurveySparrow, the maker of the internet’s favourite online survey software , was recently fortunate enough to chat with Jeanne Bliss , one of the most respected voices in the Customer Experience (CX) industry. You wrote your book “Chief Customer Officer : Getting Past Lip Service to Passionate Action” back in 2006.

Customer Experience 88

Customer Experience Chief Customer Officer Case Study Customers 88

SurveyGizmo

OCTOBER 16, 2019

Integrated Feedback Platform earns “Most Implementable” and “Fastest Implementation” badges among other important recognition. For companies with 501 to 1000 employees, SurveyGizmo ranked ahead of all paid survey solution providers. There’s way more under the covers than just surveys. Mid-Market. About SurveyGizmo.

Industry 40

Industry Healthcare Survey Feedback 40

ReviewTrackers

APRIL 21, 2021

According to an IBM survey , only 43 percent of consumers trust the insurance industry. According to a ReviewTrackers survey, 68 percent are unlikely to decide on an insurance agent with zero reviews. Not only do reviews have the potential to either attract or drive away customers. Credit Karma.

Banking 65

Banking Financial Insurance Social Media 65

Service Untitled

OCTOBER 28, 2010

Of course, companies use these customer feedback surveys to gain more insight into their brands, but I often wonder how does a company know how I really feel about my shopping experience without asking me to actually describe it? So how do structured data analysis feedbacks work?

Feedback 42

Feedback Hotels Survey Social Media 42

ReviewTrackers

JUNE 18, 2018

Founded in 2006, the website is known as a free credit and financial management platform, offering free credit scores, reports and insights, plus tools for identifying and disputing credit report errors. If you’re running or managing a business in the financial services industry, you’ve probably heard of Credit Karma. Credit Karma Reviews.

Financial 62

Financial Banking Social Media Insurance 62

Service Untitled

APRIL 19, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer satisfaction surveys Cheryl April 19, 2010 Behind the Scenes , Customer Satisfaction , Customer Service , Surveys 3 Comments I used to dabble in some online survey groups to gain experience in identifying customer satisfaction criteria.

Customer Satisfaction 41

Customer Satisfaction Survey Groups Social Media 41

Service Untitled

MAY 13, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer feedback; an important tool for success Cheryl May 13, 2010 Customer Satisfaction , Proactive 2 Comments Ask a customer what they want from your company or service, and they will tell you. Some companies use statistics to follow trends.

Feedback 44

Feedback Customer Satisfaction Poor Customer Service Exercises 44

Service Untitled

OCTOBER 20, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer satisfaction survey reflective of weak economy Cheryl October 20, 2010 Customer Satisfaction No Comments Would you ever think there would be a customer satisfaction survey about soda preferences? What businesses will ultimately survive?

Customer Satisfaction 41

Customer Satisfaction Survey Consumers Exercises 41

Chattermill

SEPTEMBER 11, 2019

Ensure you collect data points across all customer touchpoints, across the entire customer journey such as complaints, support requests, transactions, social media and customer feedback. Don’t ignore customer feedback. As a reason to ignore customer feedback (thankfully, this is becoming less common). The result?

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

OpinionLab

MARCH 12, 2015

When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. There is no better metric for improving your customer experience than actual customer feedback. It would be a full-time job to sift through all the feedback to find the valuable insights.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

Team HGS

SEPTEMBER 30, 2019

Our research indicates 60% of brand surveyed have a social media playbook that needs development. For this client, HGS mines and shares brand results using a voice of the consumer survey to drive NPS increases of 11%.HGS Prior to HGS’s solution, the response rate was 6%, and this feedback now stands at up to 19%. Scott Yates.

Brands 40

Brands Social Media Contact Center Healthcare 40

Service Untitled

SEPTEMBER 13, 2010

Of 11,000 American consumers surveyed, Empathica reported on Friday that 61.7%, a rise up from 55.2% Ages 45 to 54 topped the survey with the highest dissatisfaction numbers, and ages 55 to 64 had the largest percentage increase. So what does a survey like this tell us, and how can we benefit from such statistics? Of the 31.5%

Report 43

Report Consumers Survey Customer Satisfaction 43

Service Untitled

JUNE 22, 2010

Using a simple, quick customer survey can show us how our staff meets commitments, how flexible they are as well as their working knowledge, and surveys are easily adaptable to a company’s own needs. I do think that surveys have to be specific to a company and its particular venue.

How To 41

How To Airlines Customer Satisfaction Survey 41

Service Untitled

OCTOBER 13, 2010

Cheryl October 13, 2010 Customer Service , Customer Service Experience , Surveys No Comments Empathica, a customer service management firm, surveyed 3,000 U.S. The Empatica survey found that one in five women “never&# eat at restaurants while one in ten men “never&# eat at restaurants.

Survey 42

Survey Customer Satisfaction Exercises Consumers 42

Qualtrics

AUGUST 8, 2019

Political economy’s loss turned out to be CX’s gain, and since 2006 he’s been one of the leading lights in the industry. Conventional research introduces a whole bunch of biases, and we sometimes lack detail in survey feedback,” says Matt, noting also that most brands will only get 10-15% of its customers to complete surveys. “So

Call Center 34

Call Center Social Media Brands Survey 34

PeopleMetrics

APRIL 28, 2015

In 2006, the most common reason customers visited a branch was to deposit funds. One way to jump start your growth efforts is to conduct a Wows and Woes customer survey. This strategic survey assessment captures the voice of the customer and provides answers to four questions that are fundamental to your future: 1.

Banking 48

Banking Customer Experience How To Financial 48

Service Untitled

APRIL 2, 2010

The stores were all designed and recreated using the feedback of customers and customer focus groups that had been developed. Introducing the Service Untitled Team When I started Service Untitled back in April 2006, I. So what did customers say they wanted? You can follow any responses to this entry through the RSS 2.0

Customer Focused 40

Customer Focused Self Service Groups Customer Satisfaction 40

Service Untitled

FEBRUARY 17, 2009

Back in March 2008, I wrote about how to measure customer satisfaction for less than $250 and got some great feedback on the article and the idea. Consider a customer satisfaction survey as an example. It takes one person at the company about 5-15 minutes to send out a survey and start getting responses.

Customer Satisfaction 40

Customer Satisfaction Exercises Software Survey 40

Service Untitled

SEPTEMBER 8, 2010

Give employees the opportunity to provide feedback. Have focus groups; consider an employee survey. Negative feedback was better than no feedback at all, and when employee performance is articulated in positive measures, employees strive to do better. Make employee engagement an important part of the process.

Employee Engagement 46

Employee Engagement Engagement Customer Satisfaction Loyalty 46

Service Untitled

JUNE 11, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Airlines customer satisfaction showing improvement Cheryl June 11, 2010 Customer Service , Specific Companies , Surveys No Comments Airlines continue to test our patience and tolerance with new fees. Next year’s surveys should be even more interesting.

Airlines 41

Airlines Customer Satisfaction Effort Score Travel 41

Service Untitled

OCTOBER 29, 2010

Encourage employees with positive feedback. Encourage feedback. CEO and all leaders need to be available. Encourage new ideas and innovative thinking. Respect employees for having both work and family lives. Be fair and consistent. Encourage employees to own their customers and work out problems. Offer assistance when needed.

Effort Score 42

Effort Score Employee Engagement Exercises Culture 42

Service Untitled

OCTOBER 25, 2010

A recent Nielsen survey states that the primary online communication of today is Twitter; its unique visitors have increased 1,382 percent since 2009. Watch criticism, review feedback, and pay attention to marketing successes and failures.

CRM 44

CRM Social Media Customer Relationship Management Customer relationships 44

Service Untitled

APRIL 30, 2009

Leave a Reply « Respond to Feedback Rewarding Volunteers » Subscribe for Free with RSS Featured Posts Improve a Department in Four Steps Poach Good Service Employees The Big List of Things Not to Say Recent Posts Customer service a lot less friendly in the skies Look after your staff and they will look after your customers Customer feedback (..)

Exercises 40

Exercises Customer Service Representative Culture CRM 40

Service Untitled

SEPTEMBER 27, 2010

Leave a Reply « Inspirational customer satisfaction Starbucks kicks customers out in New York storm » Subscribe for Free with RSS Featured Posts Improve a Department in Four Steps Poach Good Service Employees The Big List of Things Not to Say Recent Posts Customer service a lot less friendly in the skies Look after your staff and they will (..)

Call Center 44

Call Center Exercises Customer Satisfaction Customer Service Representative 44

Service Untitled

OCTOBER 22, 2010

If a product fails, use feedback to improve it. When the negative feedback threatens your brand, give it immediate attention. Of course these are extreme examples, but it does show that brand expectation connects with emotions, and emotions are not always rational. Acknowledge it, confront it, and overcome the problem.

Brands 43

Brands How To CRM Loyalty 43

Service Untitled

MAY 12, 2010

Use customer service surveys. photo credit: acearchie Possibly Related Posts: Customer satisfaction surveys I used to dabble in some online survey groups to. .&# Have special or preferred sales for loyal customers and invite them to bring a friend. Do toll-free numbers help customer service? Thanks for sharing!

Poor Customer Service 41

Poor Customer Service Customer Satisfaction Exercises Customer Service Representative 41

Service Untitled

MARCH 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service in Different Countries Douglas March 04, 2009 Customer Satisfaction , Customer Service 7 Comments The consulting company Accenture recently surveyed about 650 senior executives in different industries from 11 countries. Canada and Mexico.

Customer Service 52

Customer Service Poor Customer Service Culture Survey 52

Service Untitled

APRIL 2, 2009

Leave a Reply « Admitting Mistakes – Part 2 Customer Service in Layoffs » Subscribe for Free with RSS Featured Posts Improve a Department in Four Steps Poach Good Service Employees The Big List of Things Not to Say Recent Posts Customer service a lot less friendly in the skies Look after your staff and they will look after your customers (..)

Metrics 40

Metrics Exercises CRM Resources 40

Qualtrics

AUGUST 8, 2019

Political economy’s loss turned out to be CX’s gain, and since 2006 he’s been one of the leading lights in the industry. Conventional research introduces a whole bunch of biases, and we sometimes lack detail in survey feedback,” says Matt, noting also that most brands will only get 10-15% of its customers to complete surveys. “So

Call Center 20

Call Center Social Media Brands Survey 20

Service Untitled

MARCH 20, 2009

Leave a Reply « The Disney Experience Difficult to Understand Customers » Subscribe for Free with RSS Featured Posts Improve a Department in Four Steps Poach Good Service Employees The Big List of Things Not to Say Recent Posts Customer service a lot less friendly in the skies Look after your staff and they will look after your customers (..)

Guest Experience 40

Guest Experience Exercises CRM Consulting 40

Service Untitled

MARCH 31, 2010

Curious as I was since reading this, and since journalism and real estate both encompass miles of traveling, I intentionally stopped at various different toll booths along the Florida Turnpike yesterday and today and conducted a quick survey among the toll collectors.

Transportation 41

Transportation Travel Customer Service Training Exercises 41

Service Untitled

AUGUST 31, 2009

Leave a Reply « T-Mobile Charging for Bills Amazon Thinks Ahead » Subscribe for Free with RSS Featured Posts Improve a Department in Four Steps Poach Good Service Employees The Big List of Things Not to Say Recent Posts Customer service a lot less friendly in the skies Look after your staff and they will look after your customers Customer (..)

Exercises 40

Exercises CRM Consulting Customer Satisfaction 40

Service Untitled

OCTOBER 26, 2010

Take my feedback on your company as help to make your company better. Don’t tell me to call back at the end of the week when it is your company’s error. Make me feel like you understand how I feel. Don’t get defensive. I am probably not the only customer out here feeling this way. Resolve my problem. Otherwise, great tips!

CRM 43

CRM Exercises Tips Training 43

Service Untitled

OCTOBER 7, 2010

In this part, Doria talks more about the American Express culture, share some things are unique to American Express call centers, talks about how American Express engages with social media and gathers customer feedback, and finally, how she interacts with customers personally. Question: How do you gather and then use customer feedback?

Social Media 44

Social Media Customer Care Call Center Competitive Advantage 44

Service Untitled

MAY 15, 2009

Be More Accessible in 3 Simple Steps » Subscribe for Free with RSS Featured Posts Improve a Department in Four Steps Poach Good Service Employees The Big List of Things Not to Say Recent Posts Customer service a lot less friendly in the skies Look after your staff and they will look after your customers Customer feedback gets personal Create (..)

Exercises 40

Exercises Culture CRM Customer Service 40