CUSTOMER FEEDBACK SERIES: Part 1 Your company has recently created a new front line position and you are wondering if it is working the way you had hoped. Or, you may also be wondering if the new employee is working out. Of course, spying on your employees is not the approach you wish to take,
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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?
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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
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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
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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
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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
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Sometimes “old school” is better than new. Many businesses have moved to automated online survey software to gather customer feedback. The challenge is that response rates tend to be low (3 – 5% is common) and the depth of content is similarly low. We have discovered 6 reasons why quality telephone conversations can generate more
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Because they might not be your customers in a month, six months, or a year, if you don’t. And you might never understand why. At Client Insight Inc., we can help you prevent your customers from leaving. Our mission is to help our clients “Listen. Measure. Improve.” We listen to the customers of our clients
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