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.
The agenda for the imminent Customer Experience NYC 2019 conference is now available from the Forrester.com website. Here’s our breakdown of what’s taking place. (And don’t forget that this is your opportunity to come and say hello to…
We’re into the second full day of Kaseya's ConnectIT 2019 event. One of the major topics of content and conversation here at the event so far has been how to combat MSP (Managed Service Provider) churn.
In a world where customers are deeply…
College prep is a serious business, especially in the US. However, only one in four students score college-ready on the ACT (The ACT is a standardized test used for college admissions in the United States)
For low-income and minority students,…
Customer satisfaction survey response rates are influenced by a multitude of factors, many of which we’ve discussed previously. One of the most important is timing. The day of the week, the time of the day along with the time delay between…
Anyone who has ever measured Net Promoter Score (NPS) or Customer Satisfaction (CSAT) score for their business will want to know how their scores compare with others. The scores themselves are useful indicators of how likely it is that your…
Schools have undergone a cashless revolution since ParentPay launched its innovative payment solution in 2002. As a result of removing cash, schools have saved millions of hours of time accounting for meals, trips, uniforms and other school…
Way back in 2013 the helpdesk manager of a very large business who were using Zendesk to manage their support tickets told us that he wanted to add the power and capabilities of the Customer Thermometer application to his Zendesk helpdesk process.
He…
This month we review the excellent How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing by Adrian Swinscoe.
Adrian is an ex-teacher, economist and manager with experience in organizations such as Shell, the FT and the…
We love TED talks, and we are not alone. Back in 2015 TED talk videos were viewed more than 3 million times per day and that number has grown enormously. We like TED talks because we always learn something and they are quite short in length,…
Today’s consumers expect readily available, honest, open and complete information on all products and services. They want unbiased information that will help them make the right choice. The evolved buying process these days means that consumers…
Customer success has been an important trending topic for over 5 years. There is no doubt that, as we move increasingly toward a subscription economy, understanding the factors affecting customer success is essential to retain those valuable…
You may be wondering whether you can justify the cost, the time away from work and the travel necessary to attend professional conferences. After all, we can easily stay in touch with people in our industries online. We collaborate and interact…
