by February 15, 2013
Think about your own experiences, when you are unhappy with a
product or service and tell the company, what do you expect to
happen? If you're thinking, "Nothing. Companies don't listen to
customer feedback" I wouldn't blame you. But I hope you're more
like me: I expect a response. But not a generic...read more
by January 7, 2013
While we highlight the most popular posts from a given month in our
newsletter, one of my favorite activities is to look back and see
what posts were the most popular overall each year. Keeping with
tradition, here's a look back across the 20 most popular posts of
2012! Customer Loyalty Month: 25...read more
by January 3, 2013
I recently posted a blog about the new social media feature we
added to our web survey tool. This week, I came across a great
infographic that supports and proves why having social media
integration is so essential. These numbers illustrate the value and
importance social media integration brings to...read more
by December 27, 2012
In the world of marketing, it’s common for reports to be swarming
with data and benchmarks drawn from hundreds of different touch
points like email, website, search, social, mobile, reviews,
comments, and more. However, even with the plentiful amount of data
we collect, insights are hard to develop....read more
by December 26, 2012
Recent statistics once again reinforce that customers are looking
for exceptional customer service, and if they don’t find it one
place, they will look elsewhere—customers have the power. According
to research by Oracle in their 2012 CX Index Report ‘Why customer
satisfaction is no longer good...read more
by December 3, 2012
Have you had a chance to check out the new features that debuted
with the web survey new release last month? If not, make sure you
do the next time you log in. Or, if you’re new to Cvent, visit our
calendar to see a demo that will walk you through the
inner-workings of the tool. In the meantime, we...read more
by April 2, 2012
Vicki L. James over at Loyalty Hound is the doting mother of two
kittens and a recently enrolled member of a customer loyalty
program at one of her area pet stores. Why then, was she so
disgruntled to receive a personalized mailer from said pet store
with savings claiming to be "just for her"? The...read more
by March 26, 2012
Talk doesn’t cook rice, or so an ancient Chinese philosopher said.
In the realm of customer satisfaction, both of these quotes hold
sway. I was reminded of this in a recent post by Dana Vaille of
Chadwick Martin Bailey. Dana was expressing her discontent
about a recent purchase she had made. The...read more
by March 19, 2012
In the last blog on Level 1 Evalations, we looked at different
scales that can be used in creating a survey. Here let us consider
some of the characteristics the items on the scales need to have so
that the respondents can answer the survey effectively. “Items”
means the “questions” or “statements”...read more
by January 30, 2012
I recently came across a post that was too good not to share. The
Service Witch, aka Kimberly Nasief, posted an excellent post on the
good, bad and the ugly of customer satisfaction surveys. Let’s face
it; everyone uses some form of CSat survey in their process. Are
they all timely, well-designed...read more
