Customer Satisfaction

Customer satisfaction encompasses a huge range of topics but the ultimate goal is that by keeping customers satisfied, organizations can keep costs down, per-purchase amount up, and keep staff happier for longer too. There’s a great line that goes along the lines of “customer complaints are the schoolbooks from which we learn”.

In this section we have detailed articles which will guide you in the multi-headed beast that is customer satisfaction. Here, we feature articles on why a sale is not something you pursue, it is something that happens to you while you are immersed in serving and satisfying your customer. Companies who listen hardest, win. These articles, tools and assets will help you do just that.

What is Customer Satisfaction?

Customer satisfaction is often abbreviated to CSat. It is a measure of how well services or products, provided by an organization, meet or exceed the expectations of customers. Customer satisfaction is often evaluated by determining the number of customers, or the proportion of customers, whose experiences exceed specified satisfaction targets.

What is Customer Loyalty? Why It’s So Important And How You Build It

Customers need reasons to be loyal. Typically this relates to how their experience of the brand, its products and services matches up to expectations. Customers can demonstrate significant loyalty even in cases where the price is higher than…

What Is Customer Satisfaction (CSAT)? Everything You Need To Know

CSAT means customer satisfaction. It’s measured by organizations as a KPI to show how satisfied customers are with them as a brand, as well as their individual products and services.  CSAT is incredibly popular as a business metric. Possibly…

Unhappy Customers: Your Greatest Untapped Resource

Unhappy customers are, sadly, inevitable. Things go wrong. Standards slip. Nobody’s perfect. There are reasons for optimism here, however; even in the depths of customer despair. Complaints are chances to put things right, to improve and renew.…

Key Account Management: The Ultimate Guide to Success

Customer retention is a common business aspiration, and it’s easy to see why. The well known adage is that it costs x5 more to gain a new customer than to retain an existing one. Looking after key accounts is especially important, especially…
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On-Brand Customer Feedback Survey Icon Ideas Your Customers Will Love

Businesses strive to deliver a great customer experience that’s unique to their brand. That means bringing the brand into every customer touchpoint – including when collecting customer feedback. Even here, there are cool things you can do…
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5 Inspiring TED Talks to Drive Customer Success

TED stands for ‘technology, entertainment, design’, which covers a hell of a lot. TED Talks are each roughly 12–18 minutes of expert insight and inspiration.  We love all TED Talks, and we’re not alone. Today’s back catalogue of…
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5 Actionable Steps to Achieving Customer Excellence

Great customer service is widely recognized as one of the key customer experience factors influencing brand loyalty. But customer excellence must also be acknowledged as having a major influence. Customer excellence is always doing and being…
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20 Brilliant Customer Feedback Quotes

Looking for new and useful customer feedback quotes for your next presentation or blog post? Customer feedback is taking centre stage. Customers have more ways than ever of getting in touch with the businesses that serve them. From social…
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Quick Survey Ideas and Examples to Engage Customers

Sometimes you just want to send a quick survey to your customers, staff or partners. You might want to get a snapshot of how people feel about your product or service, super fast. Or you might want to ask people something regularly, so…
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11 Essential Customer Satisfaction Metrics To Track In 2021

Tracking and measuring the satisfaction levels of your customers is critical for success. Poor customer satisfaction will result in lost customers and adversely affect your brand. How to measure customer satisfaction Customers become satisfied…
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The 10 Golden Rules Of Customer Survey Design

There’s a world of difference between well-designed and poorly-designed customer surveys. A great survey design doesn’t just look appealing, it gets you the insights you need.  Kicking off your optimum survey design When you want to survey…
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How to Get a Better NPS Score

Ever wondered about Net Promoter Scores? Or more to the point, wanted to know what a good NPS score is and how to get one? Read on for our comprehensive guide. What is a Net Promoter Score (NPS) Score? Net Promoter Score (NPS®) was first…