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How Much Does a Follow Up Call Matter?

A friendly smile. A welcoming voice over the phone. Someone who makes an extra effort to make sure you are pleased. These things matter in customer experience, but since many of these “little things” are in the eye of the beholder, it is difficult to know just how much impact they have. Did you know there is one simple thing you can do that will improve your customer experience score?


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Is the NPS Measurement Still Relevant?

A few days ago I typed the following question into Google; “Is NPS® still relevant?”  Somewhat surprisingly, Google found 3.2 million results.  Apparently, NPS® remains a hot topic in the customer experience community.

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Customer Loyalty: Let’s Talk About 8

What’s wrong with an 8?!  Some people just don’t give 9’s and 10’s.”

I’ve heard this question a lot from companies who measure customer loyalty using a 1-10 rating scale.  It’s a common hot-button issue worth exploring.

And the survey says… meh

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A Good Job Goes Both Ways in Customer Service

When we interview a customer in as part of our ServiceConnect process and the customer calls out an individual or department for exemplary customer service, it gets flagged as a "Good Job."  An email gets sent to the client to bring awareness to the employee's performance.  We know from client feedback that employees love the recognition, especially since it is unsolicited. 

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