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.
This month we sat down with a copy of "The Membership Economy: Find Your Superusers, Master the Forever Transaction, and Build Recurring Revenue by Robbie Kellman Baxter."
In the book, Robbie Kellman Baxter (or RKB as we will call her for…
Truth be told, measuring the ROI of customer experience (CX) is not straightforward. A common mistake is conflating an uptick in CX metrics with top-line results in the business.
Apparently, companies who are great at CX and customer-centricity…
We always knew that CX leaders and the brands they represent are poorly served by typical customer surveys.
Why? Because of what CX pros tell us about low response rates associated with traditional surveys. And because of all the knock-on…
It’s been a long time coming. But now is the time to start planning to welcome employees back to the office, and back to brand new working arrangements.
It won’t be straightforward.
Acclimatising to 100% working from home had plenty…
Happy World Book Day! This year’s annual celebration of books on 4th March has an added resonance because of the resurgence in reading over the last 12 months.
Books are fantastically important. Their stories unlock learning. Stephen King…
Customer journey mapping is really important to ensure you fully understand your opportunities for garnering and applying customer feedback. You can find your way through this challenge in our Journey Mapping Guide.
A critical step in putting…
It’s been a tough period for so many people, but we’re excited and optimistic about what the rest of 2021 has in store. We’re as determined as ever to support our customers with loads of useful new features and integration capabilities.
We’ve…
Extracting maximum value from customer feedback requires structure rather than a scattergun approach. Welcome to the world of customer journey mapping, for which we’ve created a cartographic-inspired guide to help you navigate.
You can…
We’re very excited to share that we’ve added a new Closed Loop feature to Customer Thermometer to expand the value of real-time feedback. It takes our concept of the 1-click survey to the next level, where you aren’t just measuring and…
The era of the subscription economy was already in full swing before the events of the last 12 months put it into overdrive. Increased buyer preferences for as-a-service models (in B2C and B2B alike) and the enabling effect of widespread digital…
Opinions of how the future will turn out can differ wildly, even among leading experts in their fields. And you won’t know who was right and who was wrong until long after the fact.
There is no shortage of 2021 predictions to consult. We…
Net Promoter Score (NPS®), first developed by Fred Reichheld and Bain & Company in 2003, is a well-established measurement of a business' reputation with its customers. It acts as a league table for competing companies to benchmark their…
