SurveySensum
MARCH 1, 2024
A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. They gathered all the responses diligently but stumbled into the “Everyone’s-the-Same” trap – treating all scores equally.
SurveySensum
JULY 25, 2019
Responding to feedback with an appropriate solution and closing the ticket is what we call to close the loop feedback. Nevertheless, it’s the key to your Customer Experience Management (CEM) efforts. Research says that 57% of customers have stopped buying from a company because a competitor provided a better experience.
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SurveySensum
DECEMBER 20, 2023
But here’s the challenge: How do you consistently provide excellent customer service? By collecting customer feedback ! It helps you identify where exactly are the gaps between your service and customers’ expectations. So here are the top 10 Customer Service Metrics that you should consider tracking in 2024.
SurveySensum
MAY 11, 2023
Customer expectations have changed drastically, and businesses need to keep up if they want to stay competitive. So how can you stay ahead of the game? — By listening to your customers, of course! By conducting an NPS survey, you can understand what percent of your customers are promoters, passives, and detractors.
Lumoa
JANUARY 19, 2023
Current state mapping helps organizations pinpoint where they are currently failing to meet customer expectations, as well as any areas that could benefit from further optimization. This type of mapping is useful for pinpointing gaps in customer service and uncovering areas of improvement. Build this aspect into your processes.
Confirmit
APRIL 18, 2019
It’s a great improvement over the past, but today’s “one-click” world means customers expect more. Incorporating customer insights into the daily lives of employees is a real challenge. So you need to do more. These companies suffer from the “Ostrich Effect.”
Confirmit
SEPTEMBER 20, 2018
It’s a great improvement over the past, but today’s “one-click” world means customers expect more. Incorporating customer insights into the daily lives of employees is a real challenge. So you need to do more. These companies suffer from the “Ostrich Effect.”
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