“More than one-third of businesses will restructure to shift to customer-obsessed operations.” ~Forrester 2017 As businesses evolve to focus on a customer-centric model, every company must adapt based on customer feedback. Some companies have made initial...
Customer service teams handle complaints every day. Even so, consumer studies indicate that most unhappy customers don’t take their concerns to companies that disappoint them. A popular metric in the customer experience (CX) community suggests that for every one...
We are all consumers of products and services. As such, we are driven by our emotional associations with those experiences. Take a moment to think about your best and worst customer service experiences. What about when you were crunched for time, but had to stop at...
Many companies today are actively engaged gathering customer feedback. However, there is a discrepancy in the type of feedback and the utilization. IDC estimates that 20.8% of the insight collected is structured/quantitative feedback. The remaining 79.2% is...
Texting has quickly become a dominant form of communication for adults. Each day, mobile phone users send more than 20 billion SMS messages, which equates to more than 7.3 billion each year. Those are impressive statistics, but do not prove the compelling case for...
Today, companies invest significant amounts in customer surveys to learn how to serve their customers better. Automated surveys are valuable. However, allowing customers to leave comments (verbatim), expressing exactly what they think and feel, empowers...
The words “feedback” and “motivation” can seem like antithetical concepts. The reason? “Feedback” often has a negative connotation due to its use as a “stick” versus a “carrot” to improve performance. However, customer experience (CX) leaders realize that...
Most service organizations have talented and passionate employees that care about helping customers. In fact, between 60-80% of customer experience (CX) feedback reflects well on customer-facing teams. However, many companies’ CX programs place significant emphasis on...
