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Customer Experience is King

­­­ Customer experience is the summation of conscious events acting as a coordinated series of interactions between a brand and a customer that are essential for the accomplishment of business needs. Customer experience is an important aspect as far as organisational success is concerned and for this reason, an organisation [...]

By |2019-01-18T14:52:47+00:00January 23rd, 2019||0 Comments

Improving Patient Experience by Leveraging Customer Satisfaction Surveys

In recent times, a much higher priority has been placed on the necessity of patient customer satisfaction. Recent studies have noted that patients not only were suffering from their  ailments, but were also unsatisfied with the quality of service provided to them. This deficiency was characterized by a lack [...]

By |2019-01-21T12:10:13+00:00January 4th, 2019||0 Comments

Using Surveys to Measure and Track Customer Satisfaction

In business, it has always been important to maintain a handle on the level of satisfaction your customers have with your business. For many businesses, however, this had long been an informal form of measurement that relied on hastily constructed promotional surveys or other systems that relied on anecdotal reports. [...]

By |2019-01-18T14:27:34+00:00December 17th, 2018||0 Comments

How Purpose Rather Than Function Should Drive your Customer Service Culture

The competition for quality employees is stiff, and expected to become even more challenging in the years to come. Global competition demands it! Each company must turn its attention away from the traditional approach to customer service and look toward the development of a truly customer-centric customer service culture. Only [...]

By |2019-01-18T14:29:28+00:00November 23rd, 2018||0 Comments

How to Handle Challenging Customer Service Questions

Customer service is the best way to help your company stand out in today's competitive environment.  But, it isn't always easy.  There will be times when your public facing employees will have to deal with customers who are angry or impatient, make inordinate demands, or who are otherwise difficult.  However, [...]

By |2019-02-13T08:33:08+00:00February 20th, 2017||0 Comments

Five Landmines in Customer Satisfaction

Every business that wants to succeed pays attention to certain metrics, such as the net promoter score. While having detailed metrics is important, it is vital to realise that promotional decisions cannot be made using metrics alone. The reason is that what shows up in the metrics can be wrong [...]

By |2019-02-13T08:33:22+00:00February 13th, 2017||0 Comments