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Customer Experience

Engagement In 3 Simple Steps

Sure, we talk a lot about surveys, but engagement is really a big deal. And on this special day, we make the most of both topics with a sweet double-delivery: 1. Know your audience Let’s assume that you already know who you’re connecting with. Propose to a total stranger – just like reaching out a participant group that doesn’t know…

Want to win? Plan to fail.

Sometimes a plan isn’t enough. The best laid plans, failing to plan means planning to fail, and a pile of other cliches come immediately to mind. Cliches aside, planning to fail is sometimes smart, too. Let’s say that a certain person is, generally speaking, a pretty good planner. We’ll call her Melissa, just to keep things simple. Melissa’s going away…

Have the best product on the market? Find out!

Sure, you might have the best product on the market today, but customers are fickle. When the next big thing comes along, brand loyalty can go right out the window. Satisfied customers stay put and keep your business growing. To stay on top of the competition and separate your organization from the pack, you need to track your customers’ evolving…

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…