Ensuring customer satisfaction can depend on ensuring employee satisfaction. That is why your Concierge Customer Service journey should also include internal employee surveys. One of the key reasons for conducting an online survey, rather than speaking directly to someone, is to avoid “social desirability response,” (when individuals alter their survey responses when in the presence [...]
As we've covered in the past, the best way to learn about your customers' wants is through the use of surveys. They won't work, however, if you aren't getting responses to your surveys. How do you ensure that you get a sufficient number of responses to your surveys in order to have good data to [...]
Interaction and communication with customers today is difficult. While today's technology is incredibly beneficial in so many ways, it's also made finding or creating an opportunity to engage with a customer – to spend time with them –more difficult than it's ever been. Bluntly, your customers don't want to waste their time on you. They're not [...]
If you called your customer service department anonymously to have a problem resolved, what would your experience be like? And how would you quantify that experience? Measuring the results of your company's problem resolution ability is vitally important. Without determining how effective your resolution process is, or how satisfied your customers are with it, you could [...]
Having trouble viewing the video below? Click here to watch: https://vimeo.com/257403249 In today’s market, conducting a customer survey can really bring a competitive edge to your distribution company. Surveys are used to ask both your sales and your customer service employees how satisfied they think their customers are, while also asking customers themselves how satisfied [...]
Obviously, it's easier to reducing customer churn than it is to sell more products, so where should distributors be more keenly focused? In a world where experts consistently say it is seven (or more) times more difficult to create a new customer than it is to sell more to existing customers, it's obviously easier to reduce [...]