Customer Satisfaction

Articles about Customer Satisfaction

Mobile surveys turn Point of Sale into a Point of Insight

Point of sale consumer surveying certainly isn’t new—pen-and-clipboard-equipped surveyors have been a mainstay in our malls and grocery stores for years. But the ubiquity of mobile devices and app-less mobile surveys and quizzes are re-writing the…

Driving Online Customer Success

Real-time Feedback & Two-way Communication Drives Customer Technology Usage and the Bottom Line.
When was the last time you used your generic spreadsheet program to its maximum capabilities? Do you even know all it can do for you? Many of your clients have the same issues with the software you’re providing…

Always-On Marketing to Always-Connected Consumers

  Marketing used to take forever. Weeks for focus groups, months crafting a campaign, photo shoots and contact sheets, building ads without a computer. Not any more. Today, a long time is the expanse of time between latte and lunch. Today, shifts…

What are you waiting for? Survey on the spot instead of through e-mail

Paper surveys have probably been around since papyrus. We’ve always been interested to know what others were thinking, right? We’ve all seen the surveyors at the grocery store, armed with clipboard, pen and paper form, intercepting folks lugging bags out to their cars to ask about products and services. In-home surveys came via parcel post, in over-stuffed envelopes with any manner of surveys, from private businesses to the city collecting opinions about new urbanization plans.

How follow-up customer surveys fall short

What would your impression of a restaurant be if the maître d’hôtel called you two days after you dined to ask how your meal was?
Is your response to an emailed survey about your experience four days earlier going to be as detailed as it would have been if you’d provided your feedback during the interaction?
People get busy, they forget details, and they might not think to look for your survey in their email’s Junk folder.

Why Isn’t CRM Delivering On Its Promise?

What’s the downside to getting information from your sales force into your CRM system? If you’re like most managers, you’ll answer, “actually getting the information from the sales force.” There are a couple of reasons this seemingly simple task is like pulling teeth. Which ones do you recognize? More importantly, do you have a plan to rectify this opportunity-costing situation?