article thumbnail

The #1 Reason Most Voice-of-Customer (VoC) Data Are Wasted

Stella Connect

Your voice-of-customer (VoC) data collection program is an engine. The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. Try Stella Connect out for yourself to see how we can help your service recovery). Let’s talk like engineers for a minute.

article thumbnail

Pizza Brands Are Using Mystery Shopping To Measure Compliance To Brand Standards

Second to None

Many brands use a franchisee-model that puts the responsibility in the hands of the store-owners, but ultimately it is the brand that will take on the negative perception caused by inattentive waiters, poor customer service and long wait times.

Brands 74
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

What is a feedback loop and how does it work?

Thematic

If you're learning about analyzing customer feedback and voice of customer , then it won't be long before you come across the term 'feedback loop' This post breaks down what a feedback loop is, why it's an essential part of customer experience, and how to ensure success when implementing one in your own work.

article thumbnail

5 Top Customer Service Articles for the Week of May 13, 2019

ShepHyken

My Comment: Just as it takes more than just good customer service to keep a customer coming back, a bad customer experience may not cause you to lose customers, either. Counter-intuitive as that may seem, the author is making the case that companies who deliver poor customer service are “most profitable.”

article thumbnail

Three Types of CS Representatives That Drive Customers Away

Second to None

One upsetting interaction can terminate a customer relationship indefinitely. Research by NewVoiceMedia claimed that in 2017, companies lost an estimate of over $75 billion due to a poor customer service. [4] 4] Customers want to be heard and tended to, and they want it to be in an appropriate fashion.

article thumbnail

Why Loyal Employees Are Your Most Valuable Asset

Second to None

Which, in some cases, can cost a company millions of dollars and lead to poor customer service. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. There is good news, though. The vast majority of employees want to be part of something bigger.

article thumbnail

The B2B SaaS Customer Journey: Surveys for every stage

SurveySensum

You need to ask those questions at the right time throughout the customer life cycle. For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. This takes us to the customer service feedback survey.