Are your Surveys Creating Dissatisfaction?

Tell me how you really feel. Up to 95% of customers will give you a second chance if you handle their complaint successfully and quickly, but actually getting those responses is one of the biggest challenges survey planners face. Feedback is a staple of the customer experience and the very best more

How to Avoid Survey Fatigue

Ever get tired of eating leftovers for three days in a row? Well, just like leftover fatigue, your customers can also get survey fatigue. With so many companies sending out surveys looking for feedback on a product that was just purchased or a service that was just completed, companies need to more

Top 15 Blog Posts of 2013

I can’t believe 2013 is almost over! There are so many great blogs that we’ve posted over the past 12 months, that I wanted to keep up with tradition and give all of our readers a recap of the most popular blog posts of 2013! Enjoy! Samples at Random Sometimes being random is exactly what more

5 Customer Service Lessons from United

I tend not to plan my "entertainment" very well when I fly somewhere. I always have things to do on the flight (writing this for example), but not for the first or last twenty minutes when all electronic devices must be stowed. Thus, I'm left with no other option than to flip through Sky more

The Customer Conversation: Setting the Stage for Effective Engagement

Increasingly, there is a lot of talk by experts about the need to collaborate with employees and customers; to have a conversation that leads to mutual benefit.  And these stakeholders want to talk, make no mistake about it. What they don't want to do, however, is to answer long lists of more

Q & A from The Voice of the Customer: From Feedback to Action Webinar

Last week, we hosted a webinar with Senior Research Analyst from Aberdeen Group, Aly Pinder, and Global Client Experience Senior Program Manager from Cornerstone OnDemand, Jen Maldonado. We had TONS of great questions. We've gone through the all questions and answered them here. If you missed more

5 Benefits of Online Employee Surveys to Improve Your Small Business

Not long ago, I learned some startling statistics: The loyalty of employees who work for small businesses has dropped by almost 20% since 2008, and currently stands at a paltry 50%. Although I have never experienced any serious turnover in my own venture, I decided to take preemptive action more

Make a Survey That Stands Out From the Crowd

According to a recent Business Insider article, “American adults are invited to take surveys 7 billion times each year, with 24% of respondents indicating they were asked to take part in more surveys this year than in previous years.”Customer surveys are an excellent tool to gauge satisfaction more

Don’t Train Your Employees – Educate Them!

Poor customer service could land you a prime time spot filled with bad reviews on various social media channels for everyone to see. Customers have power, which means they can and will publicize both good and bad experiences, so exceptional customer service is necessary. You probably already more

Collecting Customer Feedback: Make it a Priority in the New Year

The end of 2012 is quickly approaching, so it’s time to think about your New Year’s resolutions! Increasing operational efficiency is the number one 2013 priority among decisions makers, followed most closely by improving customer satisfaction, according to a recent study by Customer Management IQ. more
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