Customer Satisfaction

survey-on-a-tablet

Customer Satisfaction Survey Tips: How to Get Customers to Start and Finish Surveys  

A business can’t implement changes based on customer feedback if they can’t convince people a survey is worth their time from start to finish. A survey doesn’t do your business any good if no one takes it, or if no one finishes it. Four ways we can improve our chances are 1) explain the survey and …

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enterprise-employee

Enterprise Rent-A-Car’s Thoughtful, Focused Approach to Surveys

“Isn’t asking for someone’s opinion and then not doing anything substantial with it or not telling them what you are going to do following their input tantamount to not asking at all? Follow up and follow through seems to be where there is a real issue.” —Adrian Swinscoe, customer experience expert and Forbes contributor Too …

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man in contact center

Is the Golden Rule Too Simplistic for Customer Service?

We all know the Golden Rule: treat others how we’d have them treat us. But its not that simple. Which us? The us who’s tired and doesn’t want to deal with other people, or the us who’s energized and chatty? And don’t we all want different things? It’s true companies need to follow the Golden …

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Magnifying Glass

Conduct Surveys for Constructive Criticism, Not Praise

Surveys shouldn’t be about a vague sense of customer satisfaction levels. They should be about discovering the specific things we need to improve on and how we might improve on them. Constructive criticism is what we’re looking for, not nebulous data. We need laser-focused data on the areas we perceive as our weaknesses and the …

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Shouldn’t Technology Adapt to the Customer?

Not everyone is ready for technology at every turn, although even the non-technical among us have adapted to the technology in our daily lives. Many have embraced it. But technology should also adapt to us. Maybe even embrace us. Enable the Customer Business technology is a fact of life—every day, there’s more and more technology …

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