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SERVICE 800 Resource Library

Iresha Herath

Recent Posts

CX Blog

Q: When is 10 greater than 20? A: Customer Satisfaction Surveys!

Okay, Okay. I know that mathematically the title of this post doesn't make sense.  Yes 10 is always less than 20 when you're crunching numbers mathematically but there ARE times where the number 10 is greater than 20.  10 is always greater than 20 when you are talking about the number of questions in customer satisfaction surveys.

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4 ways to drive action from your customer experience measurement

I’ve collected my customer experience data but what’s next? This is a burning question that most companies encounter. After stating a CX program, gathering customer feedback data is only the beginning of the process. The real work starts when trying to figure out how to use this valuable data. Here are some tips on how to leverage data for business value,

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CX Blog

Differences between transactional and relationship surveys

We live in a fast pace, highly competitive digital age where consumers have the freedom to choose products and services from anywhere, anytime. Therefore, it is pivotal for businesses to understand their customer base and recognize their changing needs. How can we find out what our customers like and dislike about us?  We need to ACTIVELY LISTEN to them!

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What ratings aren't telling you in customer satisfaction surveys

Why are people concerned with what rating scale to use for customer satisfaction surveys and customer loyalty measurement? Sometimes I think we spend too much time on some decisions and not enough time on others.

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Restaurants + Twitter = Customer satisfaction measurement ?

More and more restaurants are adopting Twitter to engage with customers for a new source of customer satisfaction measurement.  By utilizing Twitter restaurants can offer special deals to their followers and also counteract poor experiences with almost immediate responses.  We're not talking only mom and pop restaurants here but large chains like Chipotle too. As another industry jumps on board the Twitter bandwagon, are you questioning if you should be on Twitter to help with improving customer service?

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Customer Effort Score or Net Promoter Score?

 

Do you ever wonder which metric is best for your organization? Are you contemplating if you should focus on increasing promoters or should you focus on reducing customer effort? Many of you want to know which metric is better.

The good news is NPS and CES are NOT mutually exclusive.  In fact, the two metrics can complement each other because they measure different customers experiences.

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Best of 2017

End of another great year for SERVICE 800’s family and friends. Thank you for reading our blog posts and continuing to learn about CX trends, CX metrics and changing customer behaviors. 2017 was truly a year of growing forward and we couldn’t have done it without your support. Let’s take a walk on the memory lane and refresh our memory on the best 2017 CX blog posts.

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4 signs you don't need help improving customer service

Lets face it, people already think customer service is a money pit, a vacuum that provides no return on investment.  In a time where the economy is forcing companies to make hard decisions on budgets, why not cut from the budget devoted to improving customer service and its ability to measure customer satisfaction? 

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3 Elements to consider when designing a CX survey

Nowadays consumers are at the center of every business decision. With continuously changing customer needs, it is critical for businesses to measure customer experiences. There are many things to consider before implementing a customer experience measurement program. Choosing the right data collection method is one of the integral part of a CX program. Here’s why.    

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Do comments online contain "hidden" real time customer feedback?

According to Forrester there are over 500 Billion, with a B, product opinion comments made each year.  If you break that down to an average across those with access to the internet it ends up being about 250 comments per person or 100,000 comments a minute.  But is there real time customer feedback hidden in those comments? Or does it just prove that there are some people out there with nothing better to do that make comments online?

 

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