good-job-post-it-note

Win-Win-Win

Sometimes the smallest actions can initiate huge results. Take customer feedback, for example. What if your customer provides very positive feedback about an interaction with a particular employee? What if the employee went ‘above and beyond’ to make this customer happy? What if the employee found out how the customer reacted to their excellent service?
Read more

Third Party NPS Score (1)

Want an Accurate NPS Score? Send in the Pros

Source: The Radical Ear In 2003, Fred Reichheld of Bain & Company and Satmetrix Systems introduced the customer loyalty metric which was trademarked as the Net Promoter Score (NPS). Determining a Net Promoter Score for your company is vital to understanding if your customers will purchase your products or services and also, if they will
Read more

ci-blog-170110-b16-2

Customers Like to Give Feedback….What?

A little known secret about your customers is this…..they actually like to give feedback. What? Yes, when it is for altruistic reasons. In other words, if they believe there is a genuine desire to listen to what they have to say, negative or positive. So why is it so hard to obtain customer feedback, you
Read more

CI-Blog-161108-B12-Inside-Head-pic-std-sz

How to Get Inside Your Customers’ Heads

www.vidora.com For some marketers, finding out what their customers think seems to require a crystal ball.  Surveys, kiosks, coupons, loyalty plans, all have their place to track purchasing preferences. But how do you know what your customers really want?  How do you get into their heads? Just ask them. Directly. In a phone conversation. Customer
Read more

CI-Blog-161025-B11-How-Big-pic-std-sz

How Big is Your Iceberg?

Did you know that on average, only 4% of your Dissatisfied Customers will formally complain?  So to put it another way, your current customer complaints are only the tip of your Dissatisfied Customers iceberg. Where are the rest of them? In her book Understanding Customers, Ruby Newell-Legner wrote that 94% of dissatisfied customers don’t voice
Read more