Customer Satisfaction

  • 6 Key Performance Metrics for Customer Satisfaction

    … Years ago, I worked for a company that tracked their call volume in customer service. If their call volume increased and the time per call was reduced, they’d celebrate their success. The problem was that they weren’t successful at all. The customer service representatives simply rushed every call to keep management off their backs. The result…

    Douglas Karr/ Marketing Technology Blog- 14 readers -
  • Suck Less | A Plea For User-Centric Design: Powered By You!

    … strategies and things to avoid in your quest to be a smarter digital person. No advertising, just amazing advice. You can sign up here: The Marketing-Analytics Intersect. Thanks. [/sidebar] BUT I Want Data-First! For some in our audience here, it is hard to leave analytics and data behind no matter how desperately I want you to. I understand the pain…

    Avinash Kaushik/ Occam's Razor- 15 readers -
  • Why You Should Reevaluate Your Customer Survey Approach

    … This article was originally published on businesscollective.com. As company decisions increasingly become data- and customer-driven, it’s tempting to go into feedback overdrive and attempt to collect as much data as you can get your hands on. But asking for too much feedback can actually have harmful effects, such as a decline in response rates…

    Acceleration Partners- 7 readers -
  • How Facebook, Twitter Updates Improve Customer Service

    …), but with Twitter’s new update, brands can privately request feedback from customers, as well. Using traditional NPS (Net Promoter Score) and CSAT (Customer Satisfaction) methods, companies can request customers to participate in surveys housed within Twitter. What’s more, that data can be easily stored on Twitter, and customer-service reps are able to follow…

    AllTwitterin Social Facebook Twitter How To's- 17 readers -
  • Why Do Hotels Need Free Wi-Fi? Pt 2

    … If you missed our last post about “Why Do Hotels Need Free Wi-Fi?”, this is a follow up in addition to it. We left off with the choice some hotels make by charging for their Wi-Fi services. As this is a good way to earn extra profit, it can also be a way to discourage guests from staying with you. People like to get more bang for their buck…

    E-Marketing Associates- 7 readers -
  • Mortgage 101: Why Happy Customers Drive More Business

    … elsewhere. As a mortgage professional, it’s your responsibility to establish a relationship of trust with each and every customer that walks through your door. People want to give their business to professionals they like and trust. Build rapport with your clients. Show them how hard you’re willing to work for them. Treat them like you’d treat…

    Matty Byloos/ RGR Marketing- 12 readers -
  • The Top 5 Metrics and Investments Marketers are Making in 2015

    … For the second time, Salesforce surveyed over 5,000 marketers globally to understand top priorities for 2015 across all digital channels. Here’s an overview of the full report which you can download at Salesforce.com. While the most pressing business challenges are new business development, quality of leads, and keeping pace with technology, how…

    Douglas Karr/ Marketing Technology Blog- 11 readers -
  • The 7 Keys to Small Business Sales and Marketing

    … While we assist large businesses with their sales and marketing efforts, we’re a small business ourself. That means that we have limited resources and as clients leave, it’s essential that we have other clients that take their place. This enables us to regulate our cashflow and keep the lights on! It’s a tough situation, though. We often only…

    Douglas Karr/ Marketing Technology Blogin Social Content- 4 readers -
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