Customer Surveys

The opportunity to provide better customer service improves as technology becomes more innovative. The Internet boom has made customer service easier for your customers via email, Twitter, Facebook, and LinkedIn. However, you may still be missing a huge customer service opportunity.

Hundreds of millions of people use the Internet daily. And, just as people are unique, there are millions of online conversations that are vastly different from each other. Somewhere, in one of the many online streams, someone is talking about your brand or company. It could be good, but knowing what we know from our customer service research, … Continue Reading…

We spend a lot of time discussing customer service – how to improve it, how to streamline it, how to stay ahead. However, customer service is only one part of the customer experience. Put yourself in your customer’s shoes through their entire interaction with your company. That’s what the customer experience is – your advertisements, your customer service, your store or website – everything.
While raw data may indicate that a customer had their problem resolved, it may not show that they spent 57 minutes on hold while being transferred four times. That customer will not be entirely satisfied, despite … Continue Reading…

What Type of Survey Method is Best?

When it comes to surveys, there are several ways to collect the data that your business needs. Choosing the best data collection method is a critical decision, and not all businesses can use the same methods. Some methods are better for employee surveys, while others are better suited for customer surveys. Some surveys require the use of multiple data collection methods to gather enough data to be able to make sound business decisions. The options are listed below, along with the pros and cons of each.

In-Person Interviews
In-person interviews are … Continue Reading…

Many organizations claim to provide great customer service. Customer service goals may even be a part of your organization’s mission statement. However, there’s a big difference between striving to provide great customer service and actually providing it. Customers are savvy and they know when you’re not paying attention to the details that separate good from great customer service. Here are some steps that you can take to show that you are serious about providing great customer service in the digital age.

1. Create a Customer Service ‘App’ for Smartphones
More than 1 billion people use smartphones. Many companies, such as … Continue Reading…

In 2012, social media is king – or so we’re told constantly by hundreds of sources. And, it’s true to a large degree – nearly all of your top customers are online, and they have a plethora of tools available to them for comparison shopping, evaluating you and your competitors, and socializing. You’ve probably already weighed the benefits of creating social media profiles for your business. If you’ve decided that now is the time for your business to get social, you need a roadmap for integrating social media marketing into your existing marketing campaigns and customer relations strategies.

5. Be … Continue Reading…