Customer Satisfaction Versus Customer Loyalty


If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer. Measuring Loyalty and Satisfaction.

You’re Probably Measuring Customer Satisfaction Incorrectly


How satisfied your customer is can depend on a lot of things: your product, your customer support team, your marketing and advertising, your branding, their interactions in your store, your website, your in-store staff… the list goes on. When to use customer satisfaction surveys.

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3 Factors Driving Customer Satisfaction the Most in Customer Service

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3 Most Important Drivers of Customer Satisfaction. How to increase customer satisfaction? There are so many tips online on how to boost customer satisfaction that sometimes one can get lost in the flood of information.

Is Net Promotor Score still the best metric for measuring Customer Satisfaction?


Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty. Consistently in use by over 66% of Fortune 1000 companies and tens of thousands of customer-centric organizations worldwide, NPS has certainly had a profound influence on global marketing, business strategies, tactics and techniques.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates

The Key to Customer Satisfaction Analysis


Are your customers satisfied? You have more customer data than ever before, and customer satisfaction analysis is one of the most important things that you can do with it. But what exactly is customer satisfaction analysis? Customer Experience

The problem with customer satisfaction surveys—according to the inventor of NPS

Vision Critical

Renowned business author and strategist Fred Reichheld is sick and tired of customer satisfaction surveys. Used to measure customer loyalty, NPS asks a single question: “How likely are you to recommend X?”. Research customer experience CX

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How Customer Satisfaction Surveys Yield Bogus Results


Satisfaction surveys are important to capture customer feedback in a logical and objective way, right? That’s the idea, unless the survey is the result of an aggressive salesperson coaching the customer. How do more typical customers feel about it?

Omnichannel and Customer Satisfaction: Are You Struggling to Move the Needle?

ICC Decision Services

When it comes to the omnichannel customer experience, you can’t get by with “good enough.”. Customer Experience Omnichannel Customer SatisfactionIn fact, there’s no such thing. You’re either “excellent” (state of the art, seamless, satisfying), or you’re nowhere.

What is the Purpose of Customer Satisfaction Surveys Anyway?


Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted).

Ways to Improve Customer Satisfaction You May Not Realize (With Examples)

ICC Decision Services

All business owners need to have the big picture of their customers’ behavior. If you’re continually looking to improve your brand, then you need to continually consider ways to improve customer satisfaction. Customer Satisfaction

Best Practices for Customer Satisfaction Survey Invitations

ICC Decision Services

Anyone who ever conducted a customer satisfaction survey knows, drafting the questions for the survey is easier than drafting customers to answer them. But alas, they’re the last thing on the customer’s mind. Customer Satisfaction

Customer Satisfaction Best Practices: 6 Ways to Avoid Killing Your Survey

ICC Decision Services

To improve the retail shopping experience, you need to see it clearly from the customer’s perspective. Customer Satisfaction Brand ExperienceAnd you can’t get a good view without meaningful feedback. For many retailers, this is a huge challenge.

What is the Purpose of Customer Satisfaction Surveys Anyway?


Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted). Instead at the end of their survey it says, “Comments or issues. View Article

35 Sample Customer Satisfaction Survey Questions for Retail Brands

ICC Decision Services

Getting good customer experience data is both an art and a science. If you understand the difference and why it’s important, you can get a robust, reliable picture of the customer journey. Customer Experience Customer Satisfaction

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Personalize to Improve Your Customer Satisfaction & Make Your Customers Happy! - Transforming the Customer Experience

Kristina Evey

Understand WHY Customers Remain Loyal to Your Company. Improving customer service and profits… many companies make this so very complicated. Want more clients/customers? Go a little out of your way to show your customers/clients they are important to you and you value them.

6 Stats That Show Employee Engagement’s Impact On Customer Satisfaction


The idea that employee engagement has a measurable impact on customer satisfaction and retention is intuitive. When Sue is unhappy at work, she isn’t motivated to go above-and-beyond for a customer. We understand a disengaged employee is less likely to provide a positive service experience (and even less likely to provide an exceptional one). She’s. View Article

Mitchell Improves Customer Satisfaction with inContact Agent for Salesforce®


The company develops solutions to simplify and automate complex claims processes and help customers evaluate and settle claims accurately and efficiently. They have created personalized routing based on CRM data, resulting in a 10% increase in their Customer Satisfaction Score.

New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017


At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. More and more companies are realizing that the key to happy customers is happy employees.

Can you reduce AHT without damaging customer satisfaction?


Perhaps none more so, regardless of the communication channel, than the Average Handle Time (AHT), which is essentially a management tool to assess how quickly employees are assisting customers. It is well known that metrics have an important role in the success of any call center.

You Need to Measure Customer Satisfaction – But How?


Why data, not intuition, is the key to measuring customer satisfaction. It’s not likely to come as earth-shattering news to any marketer, but there’s a straight line between customer satisfaction and customer retention. But knowing it and acting on that knowledge to improve customer satisfaction (CSAT) can be two very different things, because measuring customer satisfaction has traditionally been a particularly elusive metric.

Improve Customer Satisfaction in Retail with These 15 Tips

ICC Decision Services

With customer satisfaction falling in retail , it can be tempting to make sweeping changes in your stores. In this article, you’ll learn 15 ways to improve customer satisfaction. Customer Experience Customer Satisfaction

4 Ways Feedback Is Central to Customer Satisfaction

Win the Customer

This is a major problem for a lot of companies in the area of customer satisfaction. Many of these companies do not realize that gauging customer satisfaction is critical to sustaining a solid customer base.

31 Questions to Help You Craft the Perfect Customer Satisfaction Survey


Customer satisfaction is a crucial metric. Knowing how your customers feel about your product, services, and support team is critical to understanding how to grow as a company. Customer satisfaction surveys can help you yield useful data that otherwise could be hard to quantify.

Customer Satisfaction Is the Enemy of Exceptional Customer Service


A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service. Nate believes that good customer service is just a foundation to something better.

Guest Blog: Why Customer Satisfaction Is a Myth


This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. There is a big difference between satisfied customers and loyal customers. How to Connect to Customers.

The Important Difference Between Customer Satisfaction and Customer Loyalty

How many times have you heard that customer satisfaction is the key to a long lasting, successful business? The post The Important Difference Between Customer Satisfaction and Customer Loyalty appeared first on Customer Success Featured GeneralThe following post is an excerpt from Chad Keck’s upcoming book on Winning with Net Promoter. Complete the form at the bottom of this post if you’d like to be notified when the book becomes available.

3 Customer Satisfaction Tips You Can’t Live Without

Happy or Not

By Stephanie Levy | HappyOrNot 4 MIN READ Part 3 of a 4 Part Series: The Journey to CX Greatness What does customer satisfaction mean? What makes a customer feel satisfied? Can customer satisfaction be easily achieved? Blog customers CX Kirsti Laasio

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How to Get the Most Out of Your Customer Satisfaction Surveys

ICC Decision Services

Over the past year, there’s been a lot of industry chatter about customer satisfaction surveys (CSATs). As a tool for engaging customers and improving the customer experience, it’s no longer valuable. Customer Experience Customer Satisfaction

How Apple’s ‘courage’ to ditch the headphone jack relies on customer satisfaction


The comment left Mr. Schiller wide open for ridicule, but being in the business of measuring customer experience I definitely interpreted it much differently. The post How Apple’s ‘courage’ to ditch the headphone jack relies on customer satisfaction appeared first on ForeSee.

Customer Experience Mapping Puts the Pieces of Customer Satisfaction & Loyalty Together

Kristina Evey

Put the Pieces of the Customer Experience Together with Customer Experience Mapping. I suggest that mapping be done to outline the ideal perfect customer experience that you’d love to be able to deliver to your customers.

3 Ways to Secure Customer Satisfaction and Loyalty With Accountability


New sales, new clients, new customers. Growth in the market meaning more new customers. How many incentives are tied to real customer satisfaction and loyalty? Here are three ways to encourage the people in your organization to care about loyalty from customers.

All Roads to Customer Satisfaction (CSAT) Run Through Performance Management

Customer Interactions

A performance management system can be utilized to address most common call center customer service complaints, including long wait times, uninformed agents and frequent transfers

Holiday 2016: 4 Tactics to Keep Customer Satisfaction High in the Busy Holiday Season

Provide Support

4 Tactics to Keep Customer Satisfaction High in the Busy Holiday Season. With big holiday season just around the corner, many online retailers are busy preparing their customer service teams for the holiday rush.

3 Proven Tactics That Lead to Great Customer Satisfaction


Smaller companies always lack customer recognition when compared to larger, established companies. Therefore, lesser known companies need to constantly fight to gain that competitive edge, which can be achieved through stellar customer satisfaction.

Dynamic Media Leader Uses Verint to Improve Customer Satisfaction


This leading media company needed a program to efficiently identify agent improvement opportunities to better manage its quality assurance program—as well as maintain the high level of quality its customers had come to expect.

Thanksgiving is here and it’s time to give back: the importance of customer satisfaction and retention


Nine times out of ten, to put it very conservatively, the focus is on consumer acquisition at the expense of customer retention. That’s understandable on some levels, both because businesses obviously do need to attract new customers, and because acquisition offers an immediate and readily quantified ROI on marketing expenditures. In a similar vein, as an article in Forbes reported, 80 percent of a company’s future revenue will come from 20 percent of its existing customers.

How to Improve Customer Satisfaction by Educating Employees

ICC Decision Services

Well-trained employees are satisfied employees , and happy employees increase customer satisfaction. rise in customer satisfaction that in turn, generated a 0.5% increase in customer attitudes. Customer Experience Blog Brand Experience

What Does It Take To Generate “Total Customer Satisfaction”?

Maz Iqbal

Circumstances are such that you decide that your organisation needs to focus on customers and generate “total customer satisfaction” on the assumption that satisfied customers buy more of your stuff at higher prices thus generating higher profits. While walking through a branch, he overheard a salesman on the phone to a customer. How did they go about orchestrating “total customer satisfaction” through “on-time delivery”?

Are You Working to Improve Customer Satisfaction? Or Are You “Chasing the Score”?


We see more and more premier brands realizing the importance of robust and scientific customer experience analytics when it comes to understanding today’s complex omnichannel consumers. The post Are You Working to Improve Customer Satisfaction?