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Hire Customer Service Naturals – and Keep Them
By: Sherrie Mersdorf |
An organization's customer service has a lot to do with the overall customer experience. One important step to delivering an amazing customer service experience is making sure you hire the right people. But it's not over once you find the them.
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Are You Stuck in Analysis Paralysis?
By: Darshan Desai |
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Listening to customers involves paying attention to all relevant data sources, and that can be exhausting with so much information all around us. Sometimes, we suffer from information overload and analysis paralysis, and we become frozen.
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There are No Wrong Answers, Only Wrong Questions
By: Joanne Simonis |
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Whether you're hoping to improve customer experience or gauge employee satisfaction, online surveys are a great feedback collection tool. But remember, there's no such thing as wrong answers, only wrong questions. Make sure your surveys are giving you the answers you need.
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SECRET: Happy Employees Leads to Happy Customers
By: Sherrie Mersdorf |
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How happy your employees are tells a customer (or potential customer) a lot about your business. If an organization doesn't know how to treate it's employees, how can a customer trust the company knows how to treat the customer?
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How Not to Listen to a Story!
By: Darshan Desai |
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Many of the today's companies make conscious efforts to listen, reflect and collect information. Despite these conscious efforts, there are chances they sometimes miss the insightful stories.
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The Fun is in the Gap: A Primer on Gap Analysis
By: Greg Timpany |
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One of the most effective methods to assess satisfaction is also one of the easiest to understand and put into action. Gap analysis looks at two dimensions to identify differences between a desired and an actual state of affairs.
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When Research Crashes into Common Sense
By: Joanne Simonis |
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Every now and then, a new product is introduced that seems to contradict common sense, conventional wisdom and sometimes even deeply-held beliefs. A company can be so enamored with their new idea they fail to do their research or ignore what the research found.
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