Customer Comments + Intelligent Analysis = Gold

The point of a customer survey is to learn what you don’t know, and gain insight into what’s driving customer satisfaction and dissatisfaction. And while billions of customer surveys are issued each year—typically including open-ended comment fields—most survey programs lack research protocols for listening to and understanding what customers are actually saying in those comments. […]

Read More

Your Customer Survey is Biased: Here’s the Fix

Most customer satisfaction surveys suffer from uneven customer representation, which leads to inaccurate data. As the saying goes, “garbage in, garbage out.” And let’s face it, garbage should never be the basis of your business decisions. You deserve facts, not fiction. So here are a few ways to improve your customer survey sampling methods to […]

Read More

Your Customer Survey is Biased: Here’s the Fix

Most customer satisfaction surveys suffer from uneven customer representation, which leads to inaccurate data. As the saying goes, “garbage in, garbage out.” And let’s face it, garbage should never be the basis of your business decisions. You deserve facts, not fiction. So here are a few ways to improve your customer survey sampling methods to […]

Read More

Want to Fix Your Touchpoints? Lose NPS.

Last week I spoke at the Society for Service Executives Symposium in Chicago. As always, when the primary topic is customer satisfaction, there was a lot of talk about NPS (Net Promoter Score). As I have often said, it’s a tired customer survey question—and that’s just one of its shortcomings. Another issue, as Lori Bocklund […]

Read More

Break Your NPS® Routine

NPS® is a routine question used in customer feedback surveys. Nearly everyone has seen it: How likely is it that you would recommend us to a friend?   This question assumes that customers think in terms of their likelihood to recommend companies—but all too often, it’s not realistic, and it’s not how people think.   […]

Read More

Break Your NPS® Routine

NPS® is a routine question used in customer feedback surveys. Nearly everyone has seen it: How likely is it that you would recommend us to a friend?   This question assumes that customers think in terms of their likelihood to recommend companies—but all too often, it’s not realistic, and it’s not how people think.   […]

Read More

Friendly Customer Service Is NOT Enough

Often, companies don’t sufficiently invest in customer service evaluations because they believe hiring smart, friendly staff will produce adequate customer service. And yet, many of these same companies claim that customer service is one of their core strengths.   But why settle for adequate? If you want to make strides and get a strong ROI […]

Read More

“Talk Your Walk” with Branded Customer Service

Your company’s brand: it represents the qualities and values of your products and services.   So shouldn’t your customer service showcase your brand? Branded customer service gives your brand substance and depth. While your competitors are busy showing their brand simply through advertising, you’ll be cementing your brand through the lived customer experience. This is […]

Read More

One Call Does It All: Get there with the Proactive Solutions Score

It’s a familiar scenario: you call a company’s customer service, get your problem solved…and then discover it wasn’t solved at all. It’s a frustrating experience—but a preventable one. Companies that solve all problems in one call offer the best customer experience and maximize their efficiency.   Take, for example, a guest who called a resort […]

Read More

A Cold Night, Hot Soup… and Great Customer Service!

by Martha Brooke on December 11, 2015     Not too long ago, I was checking into a hotel on a damp San Francisco night, when the front desk clerk noticed my sniffling and asked if I wanted chicken soup. “That’d be great,” I replied, assuming it was just a sympathetic comment and not an […]

Read More