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?
Interaction Metrics
JULY 21, 2020
I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. Two things are for sure: 1) companies care endlessly about their NPS survey scores and 2) many tout customer experience as a differentiator. ” Closed-Loop Surveys are for ALL Companies. Simple requests were rewarded by silence.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Interaction Metrics
JUNE 10, 2021
Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. Methods include customer feedback surveys , service evaluations , and more. Offers clients a range of methods ensuring the best fit between their objectives and the approach used.
Interaction Metrics
JUNE 19, 2023
Founded in 2004, Stanford University’s Hasso Plattner Institute of Design broke down Design Thinking into five distinct phases: Empathize : Understand your customer. Get honest feedback to see if you’ve actually solved the customer’s problem. Walk in their shoes. Test : End where you started: with the consumers.
Customer Relationship Metrics
JULY 26, 2017
You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. Pierce, O’Driscoll, Coghlan, 2004). A Towers Watson survey, shows that only half of managers set effective employee goals. Many of the things we see that causes agents to fail are: Surveys that are too short.
Toister Performance Solutions
DECEMBER 4, 2018
A 2004 study by Booz Allen and the Aspen Institute found that 90 percent of corporate values statements listed ethics or integrity. Managers could use it when giving employees feedback. "It's just some corporate thing," explained several people I talked to. Suddenly, the word had meaning. Everyone was on the same page.
Horizon CX
MARCH 1, 2021
It is indeed hard to argue with the individual in charge, not to mention everything we all learned in business school, but it put those of us who were managing innovative CX programs to gain in-depth customer feedback and insights into a somewhat unsupported and somewhat helpless and potentially vulnerable position. In 2004, D.
Expert insights. Personalized for you.
190 
Let's personalize your content