Blake Morgan
OCTOBER 31, 2022
Survey response rates are dropping because customers feel brands don’t care about their opinions. Feedback is crucial, but brands must pay attention to customer data and not waste their time. While customer surveys have increased, customer survey response rates have decreased. If it doesn’t, what metric is right for you?
Kitewheel
AUGUST 14, 2020
The world has begun to catch on to the importance of great customer experience, and for good reason. Customer experience is the overall impression that consumers have of your brand. Providing a remarkable customer experience is vital to business success. How can you know if your customer experience is up to par?
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AskNicely
FEBRUARY 12, 2018
As it turns out, he’s a Lyft driver truly obsessed with understanding customers in order to consistently deliver a great experience. And in one moment, I learned that true customer obsession is ALWAYS people-first. After he opened up his “brand” to real-time feedback, the way he engaged with his customers changed.
Daniel Group
SEPTEMBER 1, 2019
I’ve heard this question a lot from companies who measure customer loyalty using a 1-10 rating scale. A number of popular customer loyalty measurement systems sort customers into loyalty buckets based on their answers to a 1-10 rating question, and an 8 often falls into a middle-of-the-road “ meh ” bucket. Not the customer.
CSM Practice
AUGUST 26, 2019
A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. Changing management is hard but critical to the success of a CS team.
Chattermill
MAY 12, 2019
Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success.
SurveySparrow
DECEMBER 22, 2019
“How do I make the situation better for a customer who has complained about something in the feedback?”. The fact that you have decided to get your hands dirty with collecting product feedback means that you care about your customers. There is no business without your customer. How many responses should I expect?”.
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