How to Design Customer Surveys to Optimise Response Rates

There are thousands of ways to gather information about a specific demographic or niche market, but one type of research method remains strong, even today. That would be survey research, which is ideal for collecting data on populations and 3rd party opinions that are not usually monitored by transactions online. [...]

By |2019-02-18T13:44:19+00:00February 19th, 2019||0 Comments

How to Fuel Business Growth by Improving Customer Satisfaction

Let’s face it, we have all had a bad customer service experience. The big question is, were you able to – or willing to – let the business know of the experience you had? Did you feel comfortable communicating your issue to someone that could help? Did you try to [...]

By |2019-01-18T14:34:54+00:00February 12th, 2019||0 Comments

Expanding the Customer Service Culture in Retail

As competition grows and many businesses struggle to come to grips with an evolving marketplace, the quest for a better customer experience and increased level of satisfaction is becoming more important than ever. In fact, according to Gartner, nine out of ten companies hope the quality of their customer experience [...]

By |2019-01-18T14:34:58+00:00February 7th, 2019||0 Comments

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

The Complete Guide to Customer Feedback Surveys

There are a lot of materials out there that will advise you about various ways to multiply the response rate of your surveys. However, this right here is a guide that will help you identify the best ways to enhance the quality of the responses you will get from the [...]

By |2019-01-18T14:26:54+00:00January 15th, 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 to Promote the Business Using Customer Centricity

 For many decades now, businesses have all sang the same tune when it came to putting customers first. We’ve all heard the songs: We only succeed when you do…The customer is always right…The customer comes first… And on and on it went. It’s often seemed as though there was no [...]

By |2019-01-18T14:27:41+00:00December 10th, 2018||0 Comments

How to Get Truthful Answers to your Customer Satisfaction Survey

Running a business can prove to be a very tasking job. You are running the day to day operations as well as managing staff and marketing. Another important element is getting customer feedback to continually improve your business practices.  Getting feedback from your customers may be gotten in various ways. One [...]

By |2019-02-13T08:30:20+00:00December 4th, 2018||0 Comments

Net Promoter Score: An Overview

Introduced in Fred Reichheld Bain's article "one number you need to grow" in the 2003 Harvard Business Review, Net Promoter Score (NPS) is a management tool that serves as an avenue of gauging customer satisfaction and patronage. The major aim of this tool is to measure the loyalty of the [...]

By |2019-02-13T08:30:34+00:00November 27th, 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