“S**t happens” is an often-heard derogatory human response applied when something goes wrong. Aside from the bad language, it implies a mindset of acceptance that things can go wrong and do go wrong. Worse still, it implies a blasé attitude that denotes an expectation of things going wrong again in future. Continue reading
Take customer satisfaction into consideration when developing strategic business decisions.
The most efficient way to measure customer satisfaction is to develop customer satisfaction surveys with the help of a good survey software solution. An advanced survey software solution can manage multi-mode survey research methods – produce the same survey in different formats; including online surveys, mobile surveys, paper surveys, and more – depending on the best method to reach your target customer base. Customer satisfaction surveys are designed to give you anonymous and unambiguous insight into your customers’ thoughts and perceptions pertaining to your products, services, programs, and your organization as a whole. They can also provide valuable information leading to what needs to be changed in order to retain lasting customer relationships.
What do your customers see and experience?
As we continue to recognize National Customer Service Week, we invite you to view an interesting blog post by Sam Fiorella, Chief Strategist at Sensei Marketing. Do you know what your customer doesn’t see? Sam gives us an interesting customer perspective – what they really see and experience.
Your customer does not see how unrealistic their demands are. They see how you respond.
Your customer does not see your profit and loss statement, nor do they care. They see their shrinking wallet and what you plan on doing to help them with that.
Your customer does not see the price of a product. They see the value it gives them.
Your customer does not see the volumes of transactional and demographic data you’re collecting. They see that you’ve offered a product that you’re overstocked on rather than a product they need.
Your customer does not see the 754 unread emails in your inbox. They see your attempt to reach out and just say “hello”. Continue reading
Common Goals of Customer Service Surveys
Any expert in the area of customer service knows that every one of their clients’ projects have their own set of unique goals and key drivers. Having a clear understanding of client expectations is essential. A good understanding means you can properly plan the survey design and administration process to capture customer feedback that provides meaningful data, which can be analyzed and confidently presented to the client.
There are many companies that conduct customer service surveys just for the sake of conducting surveys. Too often, employees are instructed to collect customer feedback, but they are not given any direction, instructions, or the tools they need to successfully design and administer surveys, and manage and analyze survey data. They are simply collecting data for the sake of collecting data, but it is not delivering value because the process was poorly planned with no clear goals identified. Continue reading