We interview Jeremy Watkin, the Customer Experience Leader at FCR and co-founder and regular contributor on Customer Service Life. He shares his keys to building a great customer experience program and how lack of employee engagement can affect the customer experience.
Earlier this year, I have written about why word clouds suck. Is there a better way of visualizing customer feedback? Yes, there is, and the best thing about it is, you can even use Excel to create these visualizations - if you represent the data correctly.
The best way to acquire new customers is through recommendations. The Net Promoter Score or Net Promoter System measures these recommendations. In many industries, you can use this metric to compare your customers’ brand loyalty against those of your competitors’ customers.
Is your Net Promoter Score Analysis effective? U.S. companies lose about $41 million every year due to bad customer service. In 2003, Fred Reichheld developed a new metric that would help measure and assess customer satisfaction – the Net Promoter Score (NPS).
Thank you to Sean Hawkins, Customer Service Leader & Speaker, for making the time to do an interview with us on the subjects of customer experience and customer retention.
In terms of achieving organizational success, can you define the importance of the relationship between employees and customers?
If you don’t support the
We pick Richard Shapiro's brain on best practices for customer satisfaction and customer experience. As the founder and president of The Center For Client Retention (TCFCR), he is a great candidate for our guest interview.
Your survey results look awesome. The scores are high and customers seem generally happy. Most survey responses have top-box ratings, which means the customer selected one of the two highest rating options. Nothing to worry about, right? Not so fast.
There might be a hidden danger lurking in those positive surveys.
Have you wondered what customer sentiment analysis really is? Let's get to the bottom of it. But first, let's set some context. Customers are looking for positive experiences. Brands do too!
Most people believe that text analytics solutions fail because sarcasm in customer feedback is very common. Somebody writes “Great service, yeah right!” and the dumb algorithm tags it as positive. So, whenever I speak on text analytics, someone in the audience will always ask:
But how do you deal with sarcasm?
According to Bruce Temkin’s 2016 study, after a positive emotional experience, customers are 15 times more likely to recommend a company. 15 times more likely! That’s a huge difference. Not surprisingly, emotion analysis is receiving a lot of buzz. But do the current solutions deliver on the key question that