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Keeping the Experience Alive and Vital

Many companies have had a formal customer experience program in place for many years. They have accumulated thousands, and in some cases, hundreds of thousands of interviews. Employees have completed training, and new technologies have been implemented to improve the customer experience. Among our long-time clients, all have a customer experience that is superior to what it was in the past. As I work with these clients, I have had several discussions about how to keep their program both fresh and effective. I want to outline some suggestions that can help keep the feedback component of your program alive and well:

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Customer Feedback: How to Talk to an "8"

You receive a customer feedback survey and on the “likelihood to recommend,” question she responded with an "8".  In the NPS* scoring scheme, she is a passive customer.  When the interviewer asked why she gave the rating, her response was “I do not score higher than that as there is always room for improvement” and the survey comments do not provide any clues about her rating.

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Customers Want Something in Return for Their Feedback

We have been in the customer feedback business for a long time.  For many surveys, especially those designed to measure a company’s service quality, the act of contacting the customer alone, not counting what was said on the survey, can raise customer expectations.  What are some of these expectations and how can you best manage them?

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