ShepHyken

FEBRUARY 19, 2019

How to Get the Most Out of Your Customer Feedback. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall. Customers don’t give honest feedback out of fear of potential repercussions. Want great customer feedback?

Feedback 193

Feedback Metrics Surveys Customer Experience 193

Interaction Metrics

JULY 21, 2020

I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. I figured if this was happening to me, it was happening to other customers too. Two things are for sure: 1) companies care endlessly about their NPS survey scores and 2) many tout customer experience as a differentiator.

Surveys 62

Surveys Feedback B2B Metrics 62

Interaction Metrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty. Nuanced analysis wins.

Metrics 62

Metrics Surveys Education Feedback 62

Interaction Metrics

JUNE 19, 2023

In contrast, companies with an appointed CX director aim to improve customer relationships at all touchpoints — packaging, store layout, customer service, onboarding, repairs, billing, product returns, and more — not just the products and websites. Walk in their shoes. Test : End where you started: with the consumers.

Engineering 62

Engineering Surveys Government Metrics 62

Nicereply

MARCH 14, 2023

Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior By Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler Published: 2004 Length: 304 pages Why do some employees miss their deadlines time and time again, while others never do?

Management 98

Management Call Center Metrics Entertainment 98

Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. This results in higher profits, lower costs, higher customer retention and referrals. Pierce, O’Driscoll, Coghlan, 2004). A Towers Watson survey, shows that only half of managers set effective employee goals.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Toister Performance Solutions

DECEMBER 4, 2018

Years ago, a company hired me to conduct customer service training that showed employees how to align their service with the company's corporate values. A 2004 study by Booz Allen and the Aspen Institute found that 90 percent of corporate values statements listed ethics or integrity. One of those values was integrity.

Employee engagement 70

Employee engagement Surveys Accountability Feedback 70