Nine Steps for Collecting Customer Feedback and Using that Feedback to Your Advantage

MaritzCX

In the past, companies primarily collected feedback from customers in order to identify and solve customer problems, keep tabs on call center agents, and make some adjustments to their business.

Nine Steps for Collecting Customer Feedback and Using that Feedback to Your Advantage

MaritzCX

In the past, companies primarily collected feedback from customers in order to identify and solve customer problems, keep tabs on call center agents, and make some adjustments to their business.

Nine Steps for Collecting Customer Feedback and Using that Feedback to Your Advantage

MaritzCX

In the past, companies primarily collected feedback from customers in order to identify and solve customer problems, keep tabs on call center agents, and make some adjustments to their business.

Charting Your Customer Loyalty Course

MaritzCX

The means we use (Enterprise Feedback Management (EFM) technology, people, and processes) to get to what should be our end (better business) are essential to our success in reaching that end.

Course 260

Charting Your Customer Loyalty Course

MaritzCX

The means we use (Enterprise Feedback Management (EFM) technology, people, and processes) to get to what should be our end (better business) are essential to our success in reaching that end.

Course 260

Allegiance Acquires Inquisite

MaritzCX

On Tuesday, July 14, 2009, Allegiance, Inc. This acquisition accelerates Allegiance’s leadership position in the Enterprise Feedback Management (EFM) space, and its focus on building next generation voice-of-the-customer (VOC) and voice-of-the-employee (VOE) feedback systems to increase loyalty and. announced that it has acquired Inquisite, an innovative provider of online survey software based in Austin, Texas.

Allegiance Acquires Inquisite

MaritzCX

On Tuesday, July 14, 2009, Allegiance, Inc. This acquisition accelerates Allegiance’s leadership position in the Enterprise Feedback Management (EFM) space, and its focus on building next generation voice-of-the-customer (VOC) and voice-of-the-employee (VOE) feedback systems to increase loyalty and. announced that it has acquired Inquisite, an innovative provider of online survey software based in Austin, Texas.

Retaining Customers & Growing Customer Advocacy

MaritzCX

A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates. In this blog post, the author shares some of the key findings from the report, and also discusses the role that customer feedback plays in these initiatives

Retaining Customers & Growing Customer Advocacy

MaritzCX

A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates. In this blog post, the author shares some of the key findings from the report, and also discusses the role that customer feedback plays in these initiatives

Retaining Customers & Growing Customer Advocacy

MaritzCX

A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates. In this blog post, the author shares some of the key findings from the report, and also discusses the role that customer feedback plays in these initiatives

Charting Your Customer Loyalty Course

MaritzCX

The means we use (Enterprise Feedback Management (EFM) technology, people, and processes) to get to what should be our end (better business) are essential to our success in reaching that end. Every organization should have a clear picture of the attitude of their audience(s) toward their organization, and the satisfaction of mutual transaction points, as well as insights into where improvements could be made to positively improve that attitude and satisfaction.

Course 200

EFM Market Growing

MaritzCX

The Enterprise Feedback Management (EFM) market continues to grow, even amidst the current economic environment. The underlying cause of this growth appears to be increased customer retention through real-time voice of the customer (VOC) programs. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London. The fact that this is being talked about so much is evidence that the market has matured significantly in the past 12 months.

EFM Market Growing

MaritzCX

The Enterprise Feedback Management (EFM) market continues to grow, even amidst the current economic environment. The underlying cause of this growth appears to be increased customer retention through real-time voice of the customer (VOC) programs. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London. The fact that this is being talked about so much is evidence that the market has matured significantly in the past 12 months.

EFM Market Growing

MaritzCX

The Enterprise Feedback Management (EFM) market continues to grow, even amidst the current economic environment. The underlying cause of this growth appears to be increased customer retention through real-time voice of the customer (VOC) programs. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London. The fact that this is being talked about so much is evidence that the market has matured significantly in the past 12 months.

Service Untitled» Blog Archive » Crazy Drive-through Experience

Service Untitled

In one drive-through experience, I managed to find what seemed to be the black hole of McDonald’s and get told to pull up to the exact same window I was already at. Service Untitled The blog about customer service and the customer service experience.

Service Untitled» Blog Archive » Customer Escalations and You

Service Untitled

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Escalations and You Douglas November 06, 2009 Behind the Scenes , Customer Service 1 Comment Many customer service managers (especially in small to mid-size businesses) spend quite a bit of time handling something I always refer to as “escalations&#. The question is: is it worth a customer service manager’s time to handle at least some of these escalations personally?

Service Untitled» Blog Archive » Improving a Department in 4 Steps

Service Untitled

Home About Service Untitled Subscribe for Free Consulting Contact Archives Improving a Department in 4 Steps Douglas July 15, 2009 Customer Service , Exercises/Resources 2 Comments Over the last week or so, I have been working with a company on improving the service experience within a small department of theirs. My personal style is to talk to employees about what the problems and opportunities are before I talk to managers about the same thing. Went to the manager(s).

Service Untitled» Blog Archive » Use Glass Doors to Improve.

Service Untitled

Home About Service Untitled Subscribe for Free Consulting Contact Archives Use Glass Doors to Improve Accessibility Douglas May 15, 2009 Culture No Comments In my post on Wednesday , I touched on what I think is an important aspect of manager accessibility, a physically inviting workplace. Service Untitled The blog about customer service and the customer service experience.

Service Untitled» Blog Archive » Gratitude – A True Measure of.

Service Untitled

Home About Service Untitled Subscribe for Free Consulting Contact Archives Gratitude – A True Measure of Your Service Warmth Chip and John September 10, 2009 Customer Service Experience , Etiquette , Little Things, Big Differences , Specific Companies No Comments “Thank you” are the two most important words in the English language. Service Untitled The blog about customer service and the customer service experience.

Service Untitled» Blog Archive » The Disney Experience

Service Untitled

Home About Service Untitled Subscribe for Free Consulting Contact Archives The Disney Experience Douglas March 24, 2009 Customer Service , Little Things, Big Differences , Specific Companies 1 Comment Last week I blogged about how I would be going to Disney for a day. Very few companies do a better job at managing crowds than Disney and whenever I was in line, I was impressed with how well Disney manages the waiting process.

Service Untitled» Blog Archive » Shared Information for Customer.

Service Untitled

Home About Service Untitled Subscribe for Free Consulting Contact Archives Shared Information for Customer Service Success Douglas April 30, 2009 Culture , Specific Companies No Comments I was listening to Steve Odland (the Chairman and CEO of Office Depot) present at an event today and one of the things he talked about was how sharing information across the organization could lead to decision making empowerment and aptitude.

Service Untitled» Blog Archive » Minimum Service Charges

Service Untitled

Home About Service Untitled Subscribe for Free Consulting Contact Archives Minimum Service Charges Douglas April 16, 2009 Customer Satisfaction 6 Comments I was going to hire a company today to do something fairly simple that would have cost about $45 (that was the advertised price). Too many businesses are managed by thinking only of what will generate the most revenue THIS month or THIS quarter or this year.

How to Become an Expert For Industry Specific Review Management

Grade.us

What's the easiest way to sell review management? Industry specific review management gives you the ability to develop deep expertise on a particular industry or niche. When clients hire a good generalist to handle their review management campaigns things go well. Get detailed feedback on these obvious and hidden criteria and you'll quickly become an expert on what matters to reviewers. They absorb the lessons from their feedback.

The Top 4 Customer Service and Performance Management Trends to Look for in 2018

StellaService

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. It’s time to update your performance management program to reflect the changing role of the contact center.

Focus on One Thing at a Time in Customer Experience Strategy

PeopleMetrics

Their advance input on requests would help manage customer expectations and avoid taking requests they couldn't accommodate. 2009 by Phillip Capper , CC BY 2.0.

Tester-Powered: How Google Will Support Stadia with Beta

Centercode

The company is a long-time believer in the value of both dogfooding and beta feedback initiatives. Even Gmail, Google Calendar, and Google Docs stayed “in beta” for a full five years (and gained 100 million users) before they removed the “beta” label in 2009.

Cultivating a Culture of Open Communication

Qualtrics

One of the key building blocks to creating a truly exceptional employee experience is cultivating an environment where employees feel free to both share and receive open and honest feedback. Invite people to vocalize their feedback, while also providing your thoughts as well. 2009).

The Automotive Industry’s Guide To Car Dealer Reviews

Grade.us

If you ask a dealership salesperson or manager, car dealer reviews play a significant role in their industry. This is twice as high as it was in 2009 when the industry's positive rating bottomed out at 24%. Please share your feedback with us?

A Conversation about Oracle’s’ Chief Customer Officer Experience, With Jeb Dasteel – CB015

Customer Bliss

Here’s a humorous irony: when Jeb started doing this work, Oracle was using one of the “worst” (his words) survey tools imaginable to collect customer feedback. Between 2004 and 2009, there was a gradual evolution in what Oracle did with customer feedback.

B2B Customer Engagement Program Accelerates Growth at SaaS Reciprocity, Powered by Waypoint’s TopBoxTM

Waypoint Group

Feedback-driven product update and improvement process improves product adoption and utilization. Founded in 2009 by Ken Lynch, Reciprocity is based in San Francisco. Reciprocity is a customer-focused company with CSMs who’ve always done a very good job of getting feedback.

A Conversation with the CCO of VMWare, Scott Bajtos – CB36

Customer Bliss

From his LinkedIn: Scott Bajtos joined VMware in 2009 and oversees the company’s global services team, which includes education, technical support, professional services support and customer advocacy to ensure a best in class pre and post sales experience for customers and partners.

Customer Experience Articles

ClearAction

Tools, techniques, and case studies catalyze your customer experience management success. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management. Managing the Customer Experience Across Service Channels.

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story

Chattermill

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. So how did Netflix manage this? Don’t ignore customer feedback.

Health care mergers and acquisitions: Why patients and employees should come first

Vision Critical

Between 2009 and 2013, annual hospital deals have increased 14 percent. To foster cultural integration and a smoother transition, leaders must communicate and engage frequently with managers and employees.

8 Tried and Tested Methods For Improving Employee Engagement

Customer Guru

Source: Aon Hewitt European Manager Survey 2011. It must also be understood that when employees provide feedback, they expect remedial action on their grievances. It is widely said and believed that employees leave managers, not companies.

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

The Netherlands-based Casengo also offers features such as Workflow management tools and unlimited Inboxes. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.”

4 Great Examples of Social Media as an Effective Customer Service Tool

transcosmos Information Systems

In 2009 , a customer reached out because her favorite pair of shoes is no longer in stock. Obviously, these kinds of customer service cost Zappos, but it doesn’t compare to the positive feedback and life-long customers they’ve gained.