Just as Turner Classic Movies’ program “The Essentials” focuses on iconic films over time, there are also essential questions for measuring customer satisfaction. But we call our essentials KISS: Keep … Read More
It Takes Two: Engaged Employees and Satisfied Customers [Infographic]
“There are only three measurements that tell you nearly everything you need to know about your organization’s overall performance: employee engagement, customer satisfaction, and cash flow. It goes without saying … Read More
3 Scenarios When the Customer is Not Always Right
“The customer is always right” That was first said in 1908 by César Ritz, the celebrated French hotelier credited with saying ‘Le client n’a jamais tort’, which, strictly translated, is … Read More
Increasing Customer Service in a Digital World [Infographic]
The digital age offers businesses a huge opportunity to stand out from their competitors and gain customer loyalty. Quote: “Smart businesses should come to realize that the customer service bar … Read More
Customer Satisfaction’s Multiplier Effect: Social Media
“It has been said that something as small as the flutter of a butterfly’s wing can ultimately cause a typhoon halfway around the world.” – Chaos Theory Chaos Theory argues … Read More
3 Ways Customer Satisfaction Builds Your Brand
There are many business benefits to having strong customer satisfaction, including lower cost of sales, increased repeat purchase and happier employees. But satisfied customers help you build your brand in … Read More
Show Me the Love: Are Your Employees Engaged In Creating Satisfied Customers?
Recently, research by American Express revealed that receiving great customer service triggers the same reactions in the brand as feeling loved. When 1,620 consumers were tested under laboratory conditions, 63% … Read More