From 1992 to 2009, I ran online survey companies Decisive Technology and CustomerSat. Here are ten customer satisfaction lessons I learned in those 17 years:
1. Timeliness is critical to every customer.
No matter the industry or touchpoint, timeliness of response is becoming ever more important...
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Nearly a third of consumers believe that businesses are now paying less attention to providing good customer service. On top of that, just seven-percent of those polled say that customer service experiences they have with companies typically exceed their expectations. Now think about how you...
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It’s official...consumer expectations of customer support has reached new heights that nobody believed possible. What’s worse, is that fast-growing companies are feeling the brunt of this force as their rapidly-growing customer base has forced management teams to make massive adjustments in a...
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FICO had outgrown their customer service support system.
The company, which protects billions of credit and debit cards from fraud, and
whose products are used by 90-percent of the U.S. financial market, needed a
solution that would take their call tracking to the next level.
As a longtime...
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There are a lot of
myths in customer service. There's the notion that the Net Promoter Score is
only about asking one question (it’s not). There’s the popular saying that the
customer is always right (they aren’t). There’s even an unspoken feeling that no
complaints mean things are going well...
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FICO Support faced several key obstacles to delivering amazing customer service.
These included:
Low portal adoption
Limited business visibility in metrics
Poor case queueing
No email integration
A six month lead time for making changes to their system
The company, which provides...
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Remember old Rip? If he had been in customer service in 1993, and then took
his 20 year nap, he would wake up today amazed to see the iPhones and Kindles of today. But he would be even more stunned with how his profession has
evolved. He would have seen banks offering ATMs in the 1970s;...
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How do you support customers and your customer support team? Easy: Create a flawless customer experience with the best helpdesk software.
Remember when the company was king? Today it’s the customer that wears the crown — and customer service has become a key driver of business success. So let’s...
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Outstanding customer service can have great impact on both
the top and bottom line, so it’s no surprise that today’s senior management is
prioritizing ways to enhance revenue through a focus on great service.
In a new ebook, Selling
Customer Service to Your CFO and CMO, Vice Chairman of Customer...
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