Customer Experience
Read blog articles and stories on how to measure customer experience, how to identify what you need to improve and how to analyze feedback data to understand your customer needs.
3 best practices for coding open-ended questions Paid Members Public
Open-ended survey questions often provide the most useful insights, but if you are dealing with hundreds or thousands of answers, summarising them will give you the biggest headache. The answer lies in coding open-ended questions. This means assigning one or more categories (also called codes) to each response. But how
The Kano Model - guest post by Michael D. Lieberman Paid Members Public
In this guest post, Michael Lieberman takes us through the Kano Model of customer satisfaction. This simple, powerful model is used to understand the difference between Basic, Performance, and Delighter features of a product or service.
Customer experience insights with Jeremy Watkin, Customer Service Leader at FCR Paid Members Public
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. Can you briefly explain your background and current role
Guest interview: Sean Hawkins, Customer Service Leader & Speaker Paid Members Public
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
Why you should never tell the customer “no”, says Richard Shapiro Paid Members Public
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. Name at least 3 key factors that you believe affect customer satisfaction, whether positive
Why you need to mine positive scores for negative themes Paid Members Public
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
Emotional analysis of customer feedback – the missing link Paid Members Public
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
The 5 major faults of word clouds Paid Members Public
“Every time I see word clouds presented as insight, I die a little inside”, J. Harris, data journalist. If you are a manager, there is a high chance that you’ve encountered word clouds in reports on key company issues, such as customer service or employee satisfaction. I still remember