Avoid the 3 Common Customer Loyalty Mistakes

Posted on April 17, 2013 by Susan E. Wyse

Customer Loyalty Survey Mistakes

As we previously discussed in our blog post,

Do You Know the Difference Between Customer Satisfaction and Customer Loyalty?, customer loyalty consists of two main factors, including: loyalty behavior and loyalty attitudes. Loyalty behavior is when customers make repeat purchases of current brands, rather than buy from competitor brands (customer retention). And, loyalty attitudes are opinions and feelings about products, services, brands, or businesses that are associated with repeat purchases.

Customer loyalty is a critical component of maintaining a successful, long-term business. Customers that are frequent users of your products or services are more likely to be repeat customers and recommend your business to others – keeping the business relationship alive and away from your competition.

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Satisfied Employees Leads to Satisfied Customers

Posted on April 11, 2013 by Susan E. Wyse

Employee Satisfaction Produces Customer Loyalty

Satisfied employees help produce satisfied customers. Satisfied employees are likely to assist customers with a more pleasant demeanor and a higher level of customer service. This creates a more satisfying customer experience, increases customer loyalty, and ultimately drives increased profitability. Conversely, low employee satisfaction and overall low employee morale can negatively effect company operations greatly, causing dissatisfied customers and hurt profitability.

Any business, including your business, needs to focus efforts on front-line service staff – those employees that have direct, daily contact with customers. The connection between front-line employees and customers should be at the center of management attention. Managers need to take into consideration the additional factors that yield profitability at every level in the organization, including: investment in good, quality workers; technology that supports front-line employees; concrete recruiting and training practices; and compensation linked to employee performance.

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The Key to Effectively Market to Customers is to Know Customers

Posted on February 7, 2013 by Susan E. Wyse

Use online customer surveys to gather information to create effective marketing plans

The key to effectively marketing to customers is to know your customers. Your customers are your target audience and knowing your target audience inside and out gives you insight into their needs and wants. If you know what they need and want, you can develop marketing strategies that clearly communicate your important marketing messages. It seems like pretty simple, basic stuss, right? But the hard part is figuring out exactly what your customers want and expect from your products and services. How do you gather that information? Continue reading →

Avoid Over-Surveying Your Customers

Posted on January 23, 2013 by Susan E. Wyse

Avoid over-surveying your customers with these strategies

Surveying your customers is a great way to learn more about customer satisfaction, areas where your products, services, or overall organization needs improvement, perceptions about your brand, and many more. However, over-surveying your customer base can cause a decline in response rates and may also weaken the value of your surveys.

Your customers are flooded with requests for feedback through online and email surveys, mobile devices, and through many social media outlets. Don’t be that organization that inundates their customers with incessant requests for feedback.

Here are six strategies to tactfully gather feedback from customers while at the same time ensuring that you are not overwhelming your customers, or worse, damaging the customer relationship. Continue reading →

How Are You Celebrating National Customer Service Week?

Posted on October 3, 2012 by Susan E. Wyse

National Customer Service Week, October 1 – 5, 2012

The first week of October marks National Customer Service Week. National Customer Service Week was established by the International Customer Service Association (ICSA) in 1984 and proclaimed a national event by the U.S. Congress in 1992.

“A business built on customer service understands and anticipates the customer’s needs. It designs goods and services to meet those needs and builds products that perform to customer expectations.” – George H. Bush

National Customer Service Week is a time for everyone to increase awareness of the importance of treating your customers well in order to maintain business relationships and increase business interactions. It is also a way to recognize the people who work in customer service to let them know their efforts are valuable and well respected.

Recently, we ran a free webinar titled, How Customer Experience Can Drive Your Organization. On this week of recognition, we invite you watch this fantastic free webinar. Continue reading →

Best of Survey Software Blog – Customer Surveys and Employee Surveys

Posted on September 6, 2012 by Susan E. Wyse

Take a look back at some of the best customer survey and employee survey Snap Survey Software Blog topics throughout 2012

We have highlighted some great topics in customer satisfaction, customer loyalty, customer service, employee satisfaction, employee loyalty, employee morale, and more…

Customer Surveys

Company Success Begins with Customer Satisfaction

Why Measure the Value of Customer Service?

Factors to Consider when Creating Customer Surveys

Measure Customer Satisfaction through Surveys

The Missing Link in Measuring Customer Satisfaction Continue reading →

Free Webinar: Use Gap Analysis to Compare Survey Data, September 12

Posted on September 4, 2012 by Susan E. Wyse

Compare survey results with Gap Analysis

Please join us on Wednesday, September 12^th, 2012 for a free webinar - part of our free Snap Summer Camp 2012 webinar series.

Mind the Gap – Getting to Grips with Gap Analysis

Wednesday, September 12^th, 2012

3:00 – 3:30 PM UK / 10:00 AM – 10:30 AM US EST

We welcome you to join in on a free Snap Surveys webinar. Snap Survey Software presents webinar: Mind the Gap – Getting to Grips with Gap Analysis

Many survey software users are measuring some form of satisfaction, whether it’s customer satisfaction, patient satisfaction, and even measuring satisfaction in the classroom via students through student evaluations. Gap Analysis is a very useful survey software analysis feature. Continue reading →

Turn Good Customer Service into Great Customer Service

Posted on July 19, 2012 by Susan E. Wyse

Tips to Deliver a Better Customer Service Experience

It is not a new revelation that customer service has a tremendous influence on customer satisfaction. In fact, research studies have shown that bad customer service accounts for as much as 70% of all lost customers. Customer Satisfaction is a leading factor to the success of your business. A high level of customer satisfaction will bring you loyal customers, therefore a huge potential for customers to: buy more often; buy with a higher order value / volume; and likely to refer your business to new customers. To measure your buesiness’s level of customer satisfaction, it is important to develop a plan to survey your customers and analyze feedback with the help of advanced online survey software. Using a good online survey software tool is a key component to the entire process. Continue reading →

3 Customer Loyalty Survey Mistakes

Posted on June 27, 2012 by Susan E. Wyse

As we defined in yesterday’s blog post, Customer Satisfaction vs. Customer Loyalty, customer loyalty consists of two factors – loyalty behavior and loyalty attitudes. Loyalty behavior (or customer retention) is when customers make repeat purchases of current brands, rather than buy from competitor brands. And, loyalty attitudes are opinions and feelings about products, services, brands, or businesses that are associated with repeat purchases.

customer-loyalty-surveys Customer loyalty is a critical component of maintaining a successful, long-term business. Customers that are vigilant users of your products or services are more likely to be repeat customers and recommend your business to others – keeping the business relationship alive and away from your competition.

Customer loyalty programs can be implemented into your overall business plan and be used to expand your business. Consider using online survey software to create customer loyalty surveys. Many experts believe that online customer loyalty surveys are a strong research method. By allowing customers to provide feedback and be more involved in the company experience, your business is building a stronger loyalty base and bond with your customers. Implementing a regular customer loyalty survey may cause a noticeable positive shift in your company’s overall loyalty. Continue reading →

Customer Satisfaction vs. Customer Loyalty

Posted on June 26, 2012 by Susan E. Wyse

What is the difference between Customer Satisfaction and Customer Loyalty?

First, we will define each term. Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions. Customer Loyalty consists of loyalty behavior (also referred to as customer retention) which is the act of customers making repeat purchases of current brands, rather than choosing competitor brands. Secondly, Customer Loyalty encompasses loyalty attitudes which are opinions and feelings about products, services, brands, or businesses that are associated with repeat purchases. At times, customers display loyalty behavior without having loyalty attitudes. Vice versa, occasionally customers show loyalty attitudes without exhibiting any loyalty behavior. Continue reading →

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