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Poor Customer Experiences Carry a High Cost

Poor customer service really carries a high cost in many ways.  One way is through customers that defect.  In an article by Kana Software that appeared in Loyalty Magazine, I was struck by some numbers he quoted.  Let me share them.

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The 5 Emotions of Customer Surveys

Customer surveys can help companies measure customer loyalty and identify opportunities for operational improvement and innovation.  Done right, they leave customers feeling valued and your organization better equipped to serve them.

To give your business the best chance of running an effective survey, besides applying technical best practices it helps to know how the process may feel to members of your organization along the way.

Below are five common emotions we see our clients experience in the course of performing a customer survey, along with tips on how to manage them:

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Customer Anger is a Gift: Here’s How to Unwrap It

Getting a call or email from an angry customer is a valuable opportunity for your business, though it may not feel that way at first.

The key to getting the most out of the gift of customer anger is learning how to unwrap it properly.

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