InteractionMetrics
OCTOBER 14, 2016
At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can and can’t do. Some see mystery shopping as a simple check-in; others see it as too artificial for an accurate customer service evaluation.
InteractionMetrics
MAY 16, 2024
Interaction Metrics is a customer experience research firm. Our methods include workshops, customer service evaluations, and a wide range of surveys. A Phased Approach Every customer experience research company will have its own process; ours comprises three phases.
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InteractionMetrics
MAY 28, 2019
How can we increase customer loyalty? How can we make sure that our customer service reinforces our brand? Whether tactical or strategic, when done correctly, Customer Listening gives you greater accountability, more insight, and a lens into the details that will boost employee and customer happiness.
InteractionMetrics
JULY 22, 2019
A recent study of patient complaints, 96% are related to customer service, while only 4% are about the quality of clinical care or misdiagnoses. The thing about these everything else touchpoints is that they’re not ‘surveyable’. Kellie Gordon of KinecticHealth shared this fascinating research with me.
InteractionMetrics
JULY 22, 2019
A recent study of patient complaints, 96% are related to customer service, while only 4% are about the quality of clinical care or misdiagnoses. The thing about these everything else touchpoints is that they’re not ‘surveyable’. Kellie Gordon of KinecticHealth shared this fascinating research with me.
Callminer
FEBRUARY 27, 2019
We gathered best practices from 25 industry experts on voice of the customer programs and here is their advice: 1. Implement the technology possible to listen to your customers in real-time. Customer perceived quality and above-average customer service have been proven time and again to be leading drivers of business success.
InteractionMetrics
APRIL 16, 2024
Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has emerged: Customers are more dissatisfied than ever. The Usual Definition of Customer Experience Many companies, such as Zendesk, Oracle, etc.,
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