In an era of digital communication and vast social media influence, it has become incredibly easy for consumers to voice their opinions about the companies they frequent, support, or vilify. One disgruntled customer can rally thousands in a matter of hours with nothing more than a 140-character blurb gone viral. Every individual has potential access …
A recent New York Times article addressing the working culture at Amazon raised a lot of eyebrows around the country. The general view of major tech companies is one that includes free lunches, on-site gyms, and generous leave policies, like those at Google, Facebook, and Netflix. Perhaps this is why the negative picture painted by …
No matter what business you’re in, it’s important to remember that customers don’t buy from companies, they buy from people. Your customer support team acts as a critical human face for your company; they are the people that your customers buy from, the team that troubleshoots their problems, and the ones who can make or …
4 Ways IVR Survey Technology Helps Companies Hear The Voice of the Customer Read More »
Most customers use self-service to get in and get out quickly. It’s no surprise when they don’t want to complete a post-call survey. However, some customers are itching to share their thoughts after a customer service interaction—unhappy customers. Unhappy customers are almost always in the mood to provide some feedback after a call—if not to you, to …
Use Post-Call Surveys for Real-Time Customer Service Recovery Read More »
When thinking of surveys, it’s important to remember what they actually are: data. Surveys yield data that helps us make informed decisions on just about everything these days. Certainly, politicians don’t make a move without them. And companies use them to guide their customer service. Customer service PR nightmares are cautionary tales for the rest …
Have you ever been at a restaurant and had the server ask you this as you’re finishing your meal? If you’ve enjoyed your service today, would you mind filling out this customer feedback form? If you’ve enjoyed your service…? (Cue the needle sliding off the record.) Empathy for servers wanting good feedback aside, this is …
The purpose of modern survey tools is to make doing surveys possible for the average person. As rapid application development (RAD) tools, they take the coding out of survey creation. Here are some basics on these tools: What’s a RAD Tool? Simply put, RAD tools enable you and me to create applications. Using a visual user …
You carefully craft what you think is the perfect survey for the perfect target audience. You send the survey out and receive what you think is a representative sampling of your target audience. Except it’s not. Biases have booby-trapped your survey. Sometimes unforeseen biases can skew a survey dramatically. Here’s a quick rundown of the …
Today we communicate through a variety of channels, some of which didn’t even exist a few years ago. We don’t talk on the phone like we used to—we text. We don’t call customer service to complain—we tweet. The only way to reach everyone today is through a variety of channels. Surveys limited to phone or …
Phone surveys are fairly straightforward for most people, because most people have been using telephones their entire lives and are used to them. Online surveys are less straightforward because not everyone is adept with a computer or trusts the internet. We have to understand these differences when designing surveys. Researchers have to develop their online …
Online Survey Design Tips for Better Customer Experience Read More »
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