customer satisfaction posts, articles, and infographics

Customer Satisfaction Can Still Be Satisfying, Even When It’s Not Enough

January 17, 2012 by Dr. John R. Miller
with 43 views

Customer satisfaction is not a poor measurement unless it happens to be where you stop in the progression of moving your customers. In other words, customer satisfaction is only a problem insofar as most companies who measure it seem to settle for satisfied customers. [read more]

Ask Bland Questions? You’ll Get Pointless Results.

January 17, 2012 by Customer Thermometer
with 34 views

I recently met with a large residential cleaning company. They had been running an online customer satisfaction survey every year for 3 years and wanted to find a new way of doing things. In the spirit of co-operation, they shared their survey findings with me. What immediately struck me was - even though they asked... [read more]

Study Reveals Companies Have Schizophrenic Approach to Social Media

November 9, 2011 by Alyson Stone
with 91 views

Despite the Growing Presence of Social Media for Customer Conversations, Few Organizations Mine the Social Media Channel to Improve Customer Satisfaction The link above is to a press release about a new study released by MarketTools, Inc., who interviewed 331 executives at companies with annual revenue greater than $10 million.... [read more]

The Social Customer Experience: Are You Adding Value?

October 19, 2011 by Anna Drennan
with 245 views

With the socialisation of the commercial world, the customer experience is taking up a central position in business. But what is a great customer experience? What do consumers really expect from brands in social media? Social media managers have a thing or two to learn from the call centre on how to nail customer satisfaction. [read more]

Customer Satisfaction: 'I Don't Give A Damn About What You Think You're Entitled To...'

August 27, 2011 by Barry Dalton
with 92 views

"I don't give a damn about what you think you're entitled to..."I was on vacation last week. An amazing vacation on the new Disney Dream cruiseliner. I am truly living a charmed life. And I say that not to be pompus or a braggart. I say this because I pinch myself everyday when I think about my life, my work and... [read more]

5 More Reasons Customers Stop Buying

June 14, 2011 by Debra Ellis
with 108 views

Keeping customers active in the buying process is the best thing you can do for your business. If your customers are leaving, they have a reason. Finding out why they stop buying is the first step to fixing your customer retention problems and improving customer relationships. [read more]

The Classic Knowledge Problem... Customer Satisfaction With PC Support Has Been Declining for 15 Years...

March 11, 2010 by Esteban Kolsky
with 627 views

Let me paint you a typical problem in a home office scenario: You are working at home finishing a document you need for your meeting on Monday morning, click on Print — and nothing happens. Try again, still nothing. You go through your standard “repair” techniques: turn the printer off and on, unplug the... [read more]

I Am Your Customer - Serve Me

December 26, 2009 by ElizabethHouck
with 131 views

IMHO, I am your customer, if I can't get what I need from you, even if I don't know what it is, you will lose me. If I don't like the way your social media works for me, I won't continue to engage. ... [read more]

Dumbfounded by Customer Service

November 23, 2009 by Ari Herzog
with 207 views

I wear eyeglasses and sporadically enter random optician offices to request adjustments. The cosmetic changes last no longer than five minutes, and I'm never charged. When I bring my car into Jiffy Lube for an oil and filter change, air pressure in the tires is typically checked by the mechanics without their asking me and filled for... [read more]