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Author Archive for Ann Heatherington

How are you measuring customer satisfaction?

Many companies focus on measuring customer satisfaction – how satisfied were you with this product or that support call, with your meal or in-store visit? The customer experience is made up of moments, and Customer Satisfaction Score (CSAT) can measures each one so that you can improve specific interactions and triage where necessary. But there’s more to satisfaction than one…

How do you build customer loyalty?

More than any individual interaction, the customer effort defines overall customer loyalty. If customers are forced to put in a lot of effort, they’re 96% more likely to be disloyal. It makes sense. Customers value their time and their peace of mind, and their favorite companies and brands respect and protect that. Customer Effort Score How easy was it for…

How do you know if you’re really delivering “superior” customer service?

80% of companies say they deliver “superior” customer service. 8% of people think these same companies deliver “superior” customer service. Hate to break it to you, but there’s probably a huge disconnect between you and your customers. According to the Harvard Management Update, 80% of companies surveyed said that they offer superior customer service, but only 8% of their customers…

Ask your customers for real feedback.

Any business with customers is in the “people” business. You can excel in every aspect of running a company, but ultimately, it’s positive customer experiences that drive business success. If you allow customer service to take a backseat, you risk losing touch with your customers and what matters to them.