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What Insurance Industry Can Learn from Amazon About Customer Satisfaction
Amazon.com scored its sixth annual victory in the 24/7 Wall Street Customer Service Hall of Fame last year, with 59 percent of customers reporting that the
5 Tips to Shift Your Mindset from Customer Satisfaction to Customer Success
Yesterday’s buyer is now Buyer 2.0. Abundant information provides customers with more buying power. There’s more temptation to switch providers than ever before. Companies need a new approach to win and keep this new kind of customer, and customer success must be an integral part of business. Here are five best practices to get your organization in the customer success mindset 1. The buyer is the…
Why Customer Satisfaction Is Falling for Large Auto Insurers, Rising for Small: J.D. Power
After climbing in each of the past two years, customer satisfaction is falling among the nation's largest auto insurers, while satisfaction is actually up
What Is Customer Satisfaction Score (CSAT)?
Digging into the key concepts of measuring customer satisfaction via a Customer Satisfaction Score.
How Language Boosts Customer Satisfaction
Using more concrete language can improve customer satisfaction, according to new research from Wharton marketing professor Jonah Berger.
Banks top CUs in customer satisfaction
The American Customer Satisfaction Index (ASCI) is reporting that banks topped credit unions in customer satisfaction. This is the first time in the history of the index where banks scored higher than credit unions. After being tied last year, customers gave banks a satisfaction score of 80 out of 100, while credit union customers rated …
What is the Purpose of Customer Satisfaction Surveys Anyway?
Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards
How Employee Satisfaction Affects Customer Satisfaction
There’s a direct link between employee satisfaction and customer satisfaction. How can you use this to your advantage?
How to Boost Customer Satisfaction on Your Ecommerce Website
Customer satisfaction is one of the most important metrics you can track when growing your business....
3 Reasons Why CEO’s Should Never Ignore Customer Satisfaction
In today’s competitive business world, it’s extremely important to focus on customer satisfaction. Businesses can no longer sell a product...
It is now the top marketing metric, but what does "customer satisfaction" mean?
That customer satisfaction is such a popular metric isn't so surprising when one considers how much emphasis has been placed on CX in recent years.
Customer Satisfaction Surveys: Questions You Can Ask [Infographic]
To keep customers, you need to know their needs and wants and preferences. That's what customer satisfaction surveys are for. But what types of questions should you ask?
How to Track and Improve Customer Satisfaction Using Text Marketing
Customer satisfaction is one of the most important parts of a business. Retaining existing customers and gaining new customers is…
How to optimize Website Search Form to Level up Customer Satisfaction
How to optimize your Website Search Form to Level up Customer Satisfaction? The answer lies in the question itself but most won't understand hence article.
Passenger Voices on Social: 5 Steps To Guarantee Customer Satisfaction In the Airlines Industry
Read our How-To guide to learn how advanced social media analytics uncovered hidden insights for guaranteed customer satisfaction.
How IFS Applications Helps You Improve Customer Satisfaction Ratings
The best way to manage customer service for a greater level of customer satisfaction is to use IFS applications as they are designed specifically to manage different operations that are linked to the customers.
Why You Can’t Uplevel Customer Satisfaction Without Agent Satisfaction
If your organization is ready to reach new heights in your contact center, it’s time to turn your attention to your agents. You can’t move Customer Satisfaction without moving Agent Satisfaction — and the data explains just how direct the link is. According to a Gartner survey, 86% of CX executives believe Employee Experience (EX) is the most important factor in delivering Customer Experience (CX).
Top 3 Ways a Mobile Field Service Solution Improves Customer Satisfaction
The field service industry has undergone a massive evolution over the years. Technological advances, such as the Internet of Things (IoT) have dramatically changed how field service organizations run their business and customer and employee expectations. To be successful, organizations need to find ways to improve both internal operations and production output. One of the biggest pains for field service organizations is … Top 3 Ways…
Independent Study Ranks Arpin Van Lines Among Top 3 Suppliers in Customer Satisfaction
Arpin Van Lines is among the top three suppliers of household goods shipment services ranked by “customer satisfaction,” according to the 20th Annual Nationwide Relocating Employee Survey, released this month by independent research firm, Trippel Survey & Research.
The Big Problem With Customer Satisfaction Surveys
To gather real insights, you want stories, not surveys… Many years ago, I gave a 90-minute speech to 400 non-military researchers at the US Air Force. These scientists create planes and weapons for our military. The first 45 minutes of the presentation seemed to go really well. The audience was high energy, laughing when I …