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CUSTOMERSURE
CustomerSure Customer Feedback Software. ← Return to customersure.com Login BENCHMARKING CUSTOMER SATISFACTION 5 KEY CHARACTERISTICS OF THE BEST CUSTOMER SERVICE 1. Optimistic and Enthusiastic. It goes without saying that optimism and enthusiasm are necessary traits for any customer support agent. People get what they give, so if you put a customer on the back foot with a “can’t do” attitude, you can expect that customer to make things much more difficult than they need to HOW TO DESIGN NPS SURVEYS Let’s start with the basics. It’s not a NPS survey without the NPS question: But as we’ve just discussed, simply measuring loyalty isn’t a great idea. You need to set out to improve it. And to improve it, we need to get inside our customers’ heads. The best way to do this is by asking a single, open ended question. HOW TO RESPOND TO CUSTOMER FEEDBACK At risk of stating the obvious, responding to customer feedback is a two-step process. First you must read customer feedback, before you even think about how you’re going to respond. And that’s one of the main reasons that many organisations are intimidated by HOW TO REDUCE CUSTOMER COMPLAINTS SENSIBLY AND SUSTAINABLY Instead, here are 4 customer-centric steps that will reduce the number of complaints you receive and improve customer satisfaction whilst you’re on. 1. Open the channels. The Forum reported that in 2017, UK businesses experienced 9.9 million complaint calls, resulting in £28 billion in lost productivity. FIVE SIMPLE TIPS FOR IMPROVING TONE OF VOICE IN CUSTOMER To get the best outcome for both your organisation and the customer, you need to build a rapport, and help the customer understand that you have their best interests at heart. Saying ‘sorry’ when you need to is a great way to start. 3. Don’t be anonymous. We feel better when people step up and take responsibility. HOW TO GDPR-PROOF YOUR CUSTOMER SATISFACTION SURVEYS According to Article 5 of the GDPR, personal data shall be: processed lawfully, fairly and transparently. collected for specified purposes, and not processed for other purposes. “just the right amount” of data for the task at hand – not too much, but enough to do your job accurately. accurate and up to date.CUSTOMERSURE
CustomerSure Customer Feedback Software. ← Return to customersure.com Select a survey Family & Friends Survey; ResidentSurvey
CUSTOMER FEEDBACK SOFTWARE SOFTWARE PLATFORM FOR REAL-TIMEPRICINGABOUT USCONTACT USBOOK A DEMOSIGN INOUR PRODUCT Measure and improve customer satisfaction. Get expert advice on how to track and improve your Net Promoter Score and other satisfactionmetrics.
CUSTOMERSURE
CustomerSure Customer Feedback Software. ← Return to customersure.com Login BENCHMARKING CUSTOMER SATISFACTION 5 KEY CHARACTERISTICS OF THE BEST CUSTOMER SERVICE 1. Optimistic and Enthusiastic. It goes without saying that optimism and enthusiasm are necessary traits for any customer support agent. People get what they give, so if you put a customer on the back foot with a “can’t do” attitude, you can expect that customer to make things much more difficult than they need to HOW TO DESIGN NPS SURVEYS Let’s start with the basics. It’s not a NPS survey without the NPS question: But as we’ve just discussed, simply measuring loyalty isn’t a great idea. You need to set out to improve it. And to improve it, we need to get inside our customers’ heads. The best way to do this is by asking a single, open ended question. HOW TO RESPOND TO CUSTOMER FEEDBACK At risk of stating the obvious, responding to customer feedback is a two-step process. First you must read customer feedback, before you even think about how you’re going to respond. And that’s one of the main reasons that many organisations are intimidated by HOW TO REDUCE CUSTOMER COMPLAINTS SENSIBLY AND SUSTAINABLY Instead, here are 4 customer-centric steps that will reduce the number of complaints you receive and improve customer satisfaction whilst you’re on. 1. Open the channels. The Forum reported that in 2017, UK businesses experienced 9.9 million complaint calls, resulting in £28 billion in lost productivity. FIVE SIMPLE TIPS FOR IMPROVING TONE OF VOICE IN CUSTOMER To get the best outcome for both your organisation and the customer, you need to build a rapport, and help the customer understand that you have their best interests at heart. Saying ‘sorry’ when you need to is a great way to start. 3. Don’t be anonymous. We feel better when people step up and take responsibility. HOW TO GDPR-PROOF YOUR CUSTOMER SATISFACTION SURVEYS According to Article 5 of the GDPR, personal data shall be: processed lawfully, fairly and transparently. collected for specified purposes, and not processed for other purposes. “just the right amount” of data for the task at hand – not too much, but enough to do your job accurately. accurate and up to date.CUSTOMERSURE
CustomerSure Customer Feedback Software. ← Return to customersure.com Select a survey Family & Friends Survey; ResidentSurvey
HOW TO DESIGN NPS SURVEYS Let’s start with the basics. It’s not a NPS survey without the NPS question: But as we’ve just discussed, simply measuring loyalty isn’t a great idea. You need to set out to improve it. And to improve it, we need to get inside our customers’ heads. The best way to do this is by asking a single, open ended question. SUPPORT PACKAGES: CUSTOMERSURE CustomerSure is intuitive and easy to use. But improving your customer experience means juggling lots of different tasks, from building a business case and managing stakeholder relationships to handling technical integration and rollout. While we naturally provide technical support on the software itself, our commercially experiencedteam
THE BUSY PERSON’S GUIDE TO NET PROMOTER Don’t overcomplicate NPS. Use this industry-tested guide to understand how & when to calculate it, and how to improve it. WHY IS CUSTOMER FEEDBACK IMPORTANT? 9 REASONS. Which means asking for feedback. 8. Morale and motivation. Getting praise from a customer gives teams a real boost. It gives them confidence that business is on the right track, and peace of mind that another customer account is secure. Every time a customer givespraise, someone in
HOW TO RESPOND TO CUSTOMER FEEDBACK At risk of stating the obvious, responding to customer feedback is a two-step process. First you must read customer feedback, before you even think about how you’re going to respond. And that’s one of the main reasons that many organisations are intimidated by IMPROVING YOUR NET PROMOTER SCORE 5. Don’t Incentivise Anyone. This is a strange tip to include in our ‘guide to improving NPS’, as it may lower your NPS score – but by doing so, it can raise customer satisfaction, which as we’ve discussed is your ultimate goal. You should never, ever incentivise your staff or your customers in your feedback process. TOP TIPS FOR HANDLING CUSTOMER COMPLAINTS 1) Attitude is everything. The attitude you have going into an issue has a large effect on the way that you will react. It’s really important to keep an open mind, stay calm and under no circumstances go on the defensive. Remember: Complaints and problems are opportunities to build trust. HOW TO TRANSFORM CUSTOMER COMPLAINTS INTO COMPLIMENTS Remember that this is an opportunity, not a chore. Keep those mind-blockades at bay and try not to take up a defensive position. The customer will be delighted by an open attitude, and your willingness to do what it takes to resolve the issue. This will help build a newbond of trust.
WHAT’S THE BEST RATING SCALE TO USE ON A CUSTOMER SERVICE It doesn’t matter if they’re “Dissatisfied”, “Big sad face”, two-out-of-five stars, or a 3/10 on the NPS scale. If you want them to keep being your customer, (and if you want to grow your business through their referrals) you need to fix the problem. Market research has its place in your business, but this isn’t it. 6 WAYS TO WOW AND WIN BACK LOST CUSTOMERS Every company’s customers differ in their expectations. Meaning each business may have to take a unique approach to wow their customers. Here are 6 ideas to get you started. 1. Calm and Understanding Kayla Farr, Ultimate Paintball. The most recent “Wow!” moment I had actually happened just yesterday. CUSTOMER FEEDBACK SOFTWARE SOFTWARE PLATFORM FOR REAL-TIMEPRICINGABOUT USCONTACT USBOOK A DEMOSIGN INOUR PRODUCT Measure and improve customer satisfaction. Get expert advice on how to track and improve your Net Promoter Score and other satisfactionmetrics.
THE BUSY PERSON’S GUIDE TO NET PROMOTER Don’t overcomplicate NPS. Use this industry-tested guide to understand how & when to calculate it, and how to improve it. HOW TO DESIGN NPS SURVEYS Let’s start with the basics. It’s not a NPS survey without the NPS question: But as we’ve just discussed, simply measuring loyalty isn’t a great idea. You need to set out to improve it. And to improve it, we need to get inside our customers’ heads. The best way to do this is by asking a single, open ended question. WHY IS CUSTOMER FEEDBACK IMPORTANT? 9 REASONS. Which means asking for feedback. 8. Morale and motivation. Getting praise from a customer gives teams a real boost. It gives them confidence that business is on the right track, and peace of mind that another customer account is secure. Every time a customer givespraise, someone in
WHAT’S THE BEST RATING SCALE TO USE ON A CUSTOMER SERVICESEE MORE ONCUSTOMERSURE.COM
5 KEY CHARACTERISTICS OF THE BEST CUSTOMER SERVICE 1. Optimistic and Enthusiastic. It goes without saying that optimism and enthusiasm are necessary traits for any customer support agent. People get what they give, so if you put a customer on the back foot with a “can’t do” attitude, you can expect that customer to make things much more difficult than they need to IMPROVING YOUR NET PROMOTER SCORE 5. Don’t Incentivise Anyone. This is a strange tip to include in our ‘guide to improving NPS’, as it may lower your NPS score – but by doing so, it can raise customer satisfaction, which as we’ve discussed is your ultimate goal. You should never, ever incentivise your staff or your customers in your feedback process. HOW TO RESPOND TO CUSTOMER FEEDBACK At risk of stating the obvious, responding to customer feedback is a two-step process. First you must read customer feedback, before you even think about how you’re going to respond. And that’s one of the main reasons that many organisations are intimidated by WHAT RESPONSE RATE SHOULD I EXPECT TO A SATISFACTION A healthy response rate is super-important for any market research survey. Along with good sampling technique, it ensures that you’ve got a solid trove of data to draw statistically significant conclusions from. But people who do customer feedback right don’t treat it like a market research exercise. HOW TO REDUCE CUSTOMER COMPLAINTS SENSIBLY AND SUSTAINABLY Instead, here are 4 customer-centric steps that will reduce the number of complaints you receive and improve customer satisfaction whilst you’re on. 1. Open the channels. The Forum reported that in 2017, UK businesses experienced 9.9 million complaint calls, resulting in £28 billion in lost productivity. CUSTOMER FEEDBACK SOFTWARE SOFTWARE PLATFORM FOR REAL-TIMEPRICINGABOUT USCONTACT USBOOK A DEMOSIGN INOUR PRODUCT Measure and improve customer satisfaction. Get expert advice on how to track and improve your Net Promoter Score and other satisfactionmetrics.
THE BUSY PERSON’S GUIDE TO NET PROMOTER Don’t overcomplicate NPS. Use this industry-tested guide to understand how & when to calculate it, and how to improve it. HOW TO DESIGN NPS SURVEYS Let’s start with the basics. It’s not a NPS survey without the NPS question: But as we’ve just discussed, simply measuring loyalty isn’t a great idea. You need to set out to improve it. And to improve it, we need to get inside our customers’ heads. The best way to do this is by asking a single, open ended question. WHY IS CUSTOMER FEEDBACK IMPORTANT? 9 REASONS. Which means asking for feedback. 8. Morale and motivation. Getting praise from a customer gives teams a real boost. It gives them confidence that business is on the right track, and peace of mind that another customer account is secure. Every time a customer givespraise, someone in
WHAT’S THE BEST RATING SCALE TO USE ON A CUSTOMER SERVICESEE MORE ONCUSTOMERSURE.COM
5 KEY CHARACTERISTICS OF THE BEST CUSTOMER SERVICE 1. Optimistic and Enthusiastic. It goes without saying that optimism and enthusiasm are necessary traits for any customer support agent. People get what they give, so if you put a customer on the back foot with a “can’t do” attitude, you can expect that customer to make things much more difficult than they need to IMPROVING YOUR NET PROMOTER SCORE 5. Don’t Incentivise Anyone. This is a strange tip to include in our ‘guide to improving NPS’, as it may lower your NPS score – but by doing so, it can raise customer satisfaction, which as we’ve discussed is your ultimate goal. You should never, ever incentivise your staff or your customers in your feedback process. HOW TO RESPOND TO CUSTOMER FEEDBACK At risk of stating the obvious, responding to customer feedback is a two-step process. First you must read customer feedback, before you even think about how you’re going to respond. And that’s one of the main reasons that many organisations are intimidated by WHAT RESPONSE RATE SHOULD I EXPECT TO A SATISFACTION A healthy response rate is super-important for any market research survey. Along with good sampling technique, it ensures that you’ve got a solid trove of data to draw statistically significant conclusions from. But people who do customer feedback right don’t treat it like a market research exercise. HOW TO REDUCE CUSTOMER COMPLAINTS SENSIBLY AND SUSTAINABLY Instead, here are 4 customer-centric steps that will reduce the number of complaints you receive and improve customer satisfaction whilst you’re on. 1. Open the channels. The Forum reported that in 2017, UK businesses experienced 9.9 million complaint calls, resulting in £28 billion in lost productivity. CUSTOMER SATISFACTION SOFTWARE CSAT SURVEY SOFTWARE Measure and improve customer satisfaction. Get expert advice on how to track and improve your Net Promoter Score and other satisfactionmetrics.
PRICING AND PLANS: CUSTOMERSURE Unlimited customer journeys and survey designs. Premium support – expert help and advice by phone, email and online meeting. All feedback channels – email, SMS, in-app, in-website, voice & touch-tone with speech-to-text. Secure API – integrate with mostsystems
THE BUSY PERSON’S GUIDE TO NET PROMOTER Don’t overcomplicate NPS. Use this industry-tested guide to understand how & when to calculate it, and how to improve it. DEALING WITH COMPLAINTS True story: the very first customer of CustomerSure, back in 2010, was a business who’s complaint our founder, Guy Letts handled in his previous job. One complaint, handled well, has led to a lifelong customer for Guy’s previous employer, and for our business. That’s the target. Our tips for handling complaints are based on Guy’s 3 EXAMPLES OF AMAZING CUSTOMER SERVICE 3. Be Honest. If you can’t meet a customer’s needs, be honest about why, often they’ll appreciate the facts and they’ll work around them. Be willing to recommend another approach or even a competitor if that will fit their needs or help them more than youcan.
HOW TO RESPOND TO CUSTOMER FEEDBACK At risk of stating the obvious, responding to customer feedback is a two-step process. First you must read customer feedback, before you even think about how you’re going to respond. And that’s one of the main reasons that many organisations are intimidated by TOP TIPS FOR HANDLING CUSTOMER COMPLAINTS 1) Attitude is everything. The attitude you have going into an issue has a large effect on the way that you will react. It’s really important to keep an open mind, stay calm and under no circumstances go on the defensive. Remember: Complaints and problems are opportunities to build trust. SHOULD I OFFER AN INCENTIVE FOR PEOPLE TO COMPLETE MY Strong criticism presents the chance to save a customer who is at risk (and who is signalling to you their desire to be saved). If the comment is a suggestion for improvement then acknowledge it, and set an expectation of whether or when a change can be expected. The very best incentive for a customer to give feedback is that you act on the HOW TO TRANSFORM CUSTOMER COMPLAINTS INTO COMPLIMENTS Remember that this is an opportunity, not a chore. Keep those mind-blockades at bay and try not to take up a defensive position. The customer will be delighted by an open attitude, and your willingness to do what it takes to resolve the issue. This will help build a newbond of trust.
6 WAYS TO WOW AND WIN BACK LOST CUSTOMERS Every company’s customers differ in their expectations. Meaning each business may have to take a unique approach to wow their customers. Here are 6 ideas to get you started. 1. Calm and Understanding Kayla Farr, Ultimate Paintball. The most recent “Wow!” moment I had actually happened just yesterday. CUSTOMER FEEDBACK SOFTWARE SOFTWARE PLATFORM FOR REAL-TIMEPRICINGABOUT USCONTACT USBOOK A DEMOSIGN INOUR PRODUCT Measure and improve customer satisfaction. Get expert advice on how to track and improve your Net Promoter Score and other satisfactionmetrics.
THE BUSY PERSON’S GUIDE TO NET PROMOTER Don’t overcomplicate NPS. Use this industry-tested guide to understand how & when to calculate it, and how to improve it. HOW TO DESIGN NPS SURVEYS Let’s start with the basics. It’s not a NPS survey without the NPS question: But as we’ve just discussed, simply measuring loyalty isn’t a great idea. You need to set out to improve it. And to improve it, we need to get inside our customers’ heads. The best way to do this is by asking a single, open ended question. BENCHMARKING CUSTOMER SATISFACTION IMPROVING YOUR NET PROMOTER SCORE 5. Don’t Incentivise Anyone. This is a strange tip to include in our ‘guide to improving NPS’, as it may lower your NPS score – but by doing so, it can raise customer satisfaction, which as we’ve discussed is your ultimate goal. You should never, ever incentivise your staff or your customers in your feedback process. WHAT’S THE BEST RATING SCALE TO USE ON A CUSTOMER SERVICESEE MORE ONCUSTOMERSURE.COM
3 EXAMPLES OF AMAZING CUSTOMER SERVICE 3. Be Honest. If you can’t meet a customer’s needs, be honest about why, often they’ll appreciate the facts and they’ll work around them. Be willing to recommend another approach or even a competitor if that will fit their needs or help them more than youcan.
HOW TO RESPOND TO CUSTOMER FEEDBACK At risk of stating the obvious, responding to customer feedback is a two-step process. First you must read customer feedback, before you even think about how you’re going to respond. And that’s one of the main reasons that many organisations are intimidated by WHAT RESPONSE RATE SHOULD I EXPECT TO A SATISFACTION A healthy response rate is super-important for any market research survey. Along with good sampling technique, it ensures that you’ve got a solid trove of data to draw statistically significant conclusions from. But people who do customer feedback right don’t treat it like a market research exercise. HOW TO REDUCE CUSTOMER COMPLAINTS SENSIBLY AND SUSTAINABLY Instead, here are 4 customer-centric steps that will reduce the number of complaints you receive and improve customer satisfaction whilst you’re on. 1. Open the channels. The Forum reported that in 2017, UK businesses experienced 9.9 million complaint calls, resulting in £28 billion in lost productivity. CUSTOMER FEEDBACK SOFTWARE SOFTWARE PLATFORM FOR REAL-TIMEPRICINGABOUT USCONTACT USBOOK A DEMOSIGN INOUR PRODUCT Measure and improve customer satisfaction. Get expert advice on how to track and improve your Net Promoter Score and other satisfactionmetrics.
THE BUSY PERSON’S GUIDE TO NET PROMOTER Don’t overcomplicate NPS. Use this industry-tested guide to understand how & when to calculate it, and how to improve it. HOW TO DESIGN NPS SURVEYS Let’s start with the basics. It’s not a NPS survey without the NPS question: But as we’ve just discussed, simply measuring loyalty isn’t a great idea. You need to set out to improve it. And to improve it, we need to get inside our customers’ heads. The best way to do this is by asking a single, open ended question. BENCHMARKING CUSTOMER SATISFACTION IMPROVING YOUR NET PROMOTER SCORE 5. Don’t Incentivise Anyone. This is a strange tip to include in our ‘guide to improving NPS’, as it may lower your NPS score – but by doing so, it can raise customer satisfaction, which as we’ve discussed is your ultimate goal. You should never, ever incentivise your staff or your customers in your feedback process. WHAT’S THE BEST RATING SCALE TO USE ON A CUSTOMER SERVICESEE MORE ONCUSTOMERSURE.COM
3 EXAMPLES OF AMAZING CUSTOMER SERVICE 3. Be Honest. If you can’t meet a customer’s needs, be honest about why, often they’ll appreciate the facts and they’ll work around them. Be willing to recommend another approach or even a competitor if that will fit their needs or help them more than youcan.
HOW TO RESPOND TO CUSTOMER FEEDBACK At risk of stating the obvious, responding to customer feedback is a two-step process. First you must read customer feedback, before you even think about how you’re going to respond. And that’s one of the main reasons that many organisations are intimidated by WHAT RESPONSE RATE SHOULD I EXPECT TO A SATISFACTION A healthy response rate is super-important for any market research survey. Along with good sampling technique, it ensures that you’ve got a solid trove of data to draw statistically significant conclusions from. But people who do customer feedback right don’t treat it like a market research exercise. HOW TO REDUCE CUSTOMER COMPLAINTS SENSIBLY AND SUSTAINABLY Instead, here are 4 customer-centric steps that will reduce the number of complaints you receive and improve customer satisfaction whilst you’re on. 1. Open the channels. The Forum reported that in 2017, UK businesses experienced 9.9 million complaint calls, resulting in £28 billion in lost productivity. PRICING AND PLANS: CUSTOMERSURE Unlimited customer journeys and survey designs. Premium support – expert help and advice by phone, email and online meeting. All feedback channels – email, SMS, in-app, in-website, voice & touch-tone with speech-to-text. Secure API – integrate with mostsystems
CUSTOMER SATISFACTION SOFTWARE CSAT SURVEY SOFTWARE Measure and improve customer satisfaction. Get expert advice on how to track and improve your Net Promoter Score and other satisfactionmetrics.
DEALING WITH COMPLAINTS True story: the very first customer of CustomerSure, back in 2010, was a business who’s complaint our founder, Guy Letts handled in his previous job. One complaint, handled well, has led to a lifelong customer for Guy’s previous employer, and for our business. That’s the target. Our tips for handling complaints are based on Guy’s HOW TO RESPOND TO CUSTOMER FEEDBACK At risk of stating the obvious, responding to customer feedback is a two-step process. First you must read customer feedback, before you even think about how you’re going to respond. And that’s one of the main reasons that many organisations are intimidated by TOP TIPS FOR HANDLING CUSTOMER COMPLAINTS 1) Attitude is everything. The attitude you have going into an issue has a large effect on the way that you will react. It’s really important to keep an open mind, stay calm and under no circumstances go on the defensive. Remember: Complaints and problems are opportunities to build trust. 5 KEY CHARACTERISTICS OF THE BEST CUSTOMER SERVICE 1. Optimistic and Enthusiastic. It goes without saying that optimism and enthusiasm are necessary traits for any customer support agent. People get what they give, so if you put a customer on the back foot with a “can’t do” attitude, you can expect that customer to make things much more difficult than they need to SHOULD I OFFER AN INCENTIVE FOR PEOPLE TO COMPLETE MY Strong criticism presents the chance to save a customer who is at risk (and who is signalling to you their desire to be saved). If the comment is a suggestion for improvement then acknowledge it, and set an expectation of whether or when a change can be expected. The very best incentive for a customer to give feedback is that you act on the WHAT QUESTIONS SHOULD I ASK ON A CUSTOMER SATISFACTION The good news is: There is a 100% guaranteed-to-deliver-results answer to the question “which questions should be on my customer survey? We’ve spent years helping customer contact teams all over the globe get brilliant at this, and we’ve seen what works and what doesn’t. HOW TO TRANSFORM CUSTOMER COMPLAINTS INTO COMPLIMENTS Remember that this is an opportunity, not a chore. Keep those mind-blockades at bay and try not to take up a defensive position. The customer will be delighted by an open attitude, and your willingness to do what it takes to resolve the issue. This will help build a newbond of trust.
6 WAYS TO WOW AND WIN BACK LOST CUSTOMERS Every company’s customers differ in their expectations. Meaning each business may have to take a unique approach to wow their customers. Here are 6 ideas to get you started. 1. Calm and Understanding Kayla Farr, Ultimate Paintball. The most recent “Wow!” moment I had actually happened just yesterday. CUSTOMER FEEDBACK SOFTWARE SOFTWARE PLATFORM FOR REAL-TIMEPRICINGABOUT USCONTACT USBOOK A DEMOSIGN INOUR PRODUCT Measure and improve customer satisfaction. Get expert advice on how to track and improve your Net Promoter Score and other satisfactionmetrics.
CUSTOMERSURE
CustomerSure Customer Feedback Software. ← Return to customersure.com Login THE BUSY PERSON’S GUIDE TO NET PROMOTER Don’t overcomplicate NPS. Use this industry-tested guide to understand how & when to calculate it, and how to improve it. BENCHMARKING CUSTOMER SATISFACTION 5 KEY CHARACTERISTICS OF THE BEST CUSTOMER SERVICE 1. Optimistic and Enthusiastic. It goes without saying that optimism and enthusiasm are necessary traits for any customer support agent. People get what they give, so if you put a customer on the back foot with a “can’t do” attitude, you can expect that customer to make things much more difficult than they need to HOW TO RESPOND TO CUSTOMER FEEDBACK At risk of stating the obvious, responding to customer feedback is a two-step process. First you must read customer feedback, before you even think about how you’re going to respond. And that’s one of the main reasons that many organisations are intimidated by HOW TO REDUCE CUSTOMER COMPLAINTS SENSIBLY AND SUSTAINABLY Instead, here are 4 customer-centric steps that will reduce the number of complaints you receive and improve customer satisfaction whilst you’re on. 1. Open the channels. The Forum reported that in 2017, UK businesses experienced 9.9 million complaint calls, resulting in £28 billion in lost productivity. FIVE SIMPLE TIPS FOR IMPROVING TONE OF VOICE IN CUSTOMER To get the best outcome for both your organisation and the customer, you need to build a rapport, and help the customer understand that you have their best interests at heart. Saying ‘sorry’ when you need to is a great way to start. 3. Don’t be anonymous. We feel better when people step up and take responsibility. HOW TO GDPR-PROOF YOUR CUSTOMER SATISFACTION SURVEYS According to Article 5 of the GDPR, personal data shall be: processed lawfully, fairly and transparently. collected for specified purposes, and not processed for other purposes. “just the right amount” of data for the task at hand – not too much, but enough to do your job accurately. accurate and up to date.CUSTOMERSURE
CustomerSure Customer Feedback Software. ← Return to customersure.com Select a survey Family & Friends Survey; ResidentSurvey
CUSTOMER FEEDBACK SOFTWARE SOFTWARE PLATFORM FOR REAL-TIMEPRICINGABOUT USCONTACT USBOOK A DEMOSIGN INOUR PRODUCT Measure and improve customer satisfaction. Get expert advice on how to track and improve your Net Promoter Score and other satisfactionmetrics.
CUSTOMERSURE
CustomerSure Customer Feedback Software. ← Return to customersure.com Login THE BUSY PERSON’S GUIDE TO NET PROMOTER Don’t overcomplicate NPS. Use this industry-tested guide to understand how & when to calculate it, and how to improve it. BENCHMARKING CUSTOMER SATISFACTION 5 KEY CHARACTERISTICS OF THE BEST CUSTOMER SERVICE 1. Optimistic and Enthusiastic. It goes without saying that optimism and enthusiasm are necessary traits for any customer support agent. People get what they give, so if you put a customer on the back foot with a “can’t do” attitude, you can expect that customer to make things much more difficult than they need to HOW TO RESPOND TO CUSTOMER FEEDBACK At risk of stating the obvious, responding to customer feedback is a two-step process. First you must read customer feedback, before you even think about how you’re going to respond. And that’s one of the main reasons that many organisations are intimidated by HOW TO REDUCE CUSTOMER COMPLAINTS SENSIBLY AND SUSTAINABLY Instead, here are 4 customer-centric steps that will reduce the number of complaints you receive and improve customer satisfaction whilst you’re on. 1. Open the channels. The Forum reported that in 2017, UK businesses experienced 9.9 million complaint calls, resulting in £28 billion in lost productivity. FIVE SIMPLE TIPS FOR IMPROVING TONE OF VOICE IN CUSTOMER To get the best outcome for both your organisation and the customer, you need to build a rapport, and help the customer understand that you have their best interests at heart. Saying ‘sorry’ when you need to is a great way to start. 3. Don’t be anonymous. We feel better when people step up and take responsibility. HOW TO GDPR-PROOF YOUR CUSTOMER SATISFACTION SURVEYS According to Article 5 of the GDPR, personal data shall be: processed lawfully, fairly and transparently. collected for specified purposes, and not processed for other purposes. “just the right amount” of data for the task at hand – not too much, but enough to do your job accurately. accurate and up to date.CUSTOMERSURE
CustomerSure Customer Feedback Software. ← Return to customersure.com Select a survey Family & Friends Survey; ResidentSurvey
CONTACT US: CUSTOMERSURE The Financial Benefits of Customer Feedback. Customer Feedback is traditionally seen as a cost—a necessary evil for your analysis team. This paper explains why this traditional approach is wrong, and how, when done well, customer feedback can generate profits. Download. HOW TO DESIGN NPS SURVEYS Let’s start with the basics. It’s not a NPS survey without the NPS question: But as we’ve just discussed, simply measuring loyalty isn’t a great idea. You need to set out to improve it. And to improve it, we need to get inside our customers’ heads. The best way to do this is by asking a single, open ended question. SHOULD I OFFER AN INCENTIVE FOR PEOPLE TO COMPLETE MY Strong criticism presents the chance to save a customer who is at risk (and who is signalling to you their desire to be saved). If the comment is a suggestion for improvement then acknowledge it, and set an expectation of whether or when a change can be expected. The very best incentive for a customer to give feedback is that you act on the IMPROVING YOUR NET PROMOTER SCORE 5. Don’t Incentivise Anyone. This is a strange tip to include in our ‘guide to improving NPS’, as it may lower your NPS score – but by doing so, it can raise customer satisfaction, which as we’ve discussed is your ultimate goal. You should never, ever incentivise your staff or your customers in your feedback process. HOW TO RESPOND TO CUSTOMER FEEDBACK At risk of stating the obvious, responding to customer feedback is a two-step process. First you must read customer feedback, before you even think about how you’re going to respond. And that’s one of the main reasons that many organisations are intimidated by TOP TIPS FOR HANDLING CUSTOMER COMPLAINTS 1) Attitude is everything. The attitude you have going into an issue has a large effect on the way that you will react. It’s really important to keep an open mind, stay calm and under no circumstances go on the defensive. Remember: Complaints and problems are opportunities to build trust. HOW TO CALCULATE NET PROMOTER SCORE Calculating your NPS is simple. You need two numbers: The percentage of detractors your business has. and the percentage of promoters your business has. Subtract your detractors from your promoters, write the number on a postcard and behold: NPS. HOW TO TRANSFORM CUSTOMER COMPLAINTS INTO COMPLIMENTS Remember that this is an opportunity, not a chore. Keep those mind-blockades at bay and try not to take up a defensive position. The customer will be delighted by an open attitude, and your willingness to do what it takes to resolve the issue. This will help build a newbond of trust.
6 WAYS TO WOW AND WIN BACK LOST CUSTOMERS Every company’s customers differ in their expectations. Meaning each business may have to take a unique approach to wow their customers. Here are 6 ideas to get you started. 1. Calm and Understanding Kayla Farr, Ultimate Paintball. The most recent “Wow!” moment I had actually happened just yesterday. WHAT’S THE BEST RATING SCALE TO USE ON A CUSTOMER SERVICE It doesn’t matter if they’re “Dissatisfied”, “Big sad face”, two-out-of-five stars, or a 3/10 on the NPS scale. If you want them to keep being your customer, (and if you want to grow your business through their referrals) you need to fix the problem. Market research has its place in your business, but this isn’t it. CUSTOMER FEEDBACK SOFTWARE SOFTWARE PLATFORM FOR REAL-TIMEPRICINGABOUT USCONTACT USBOOK A DEMOSIGN INOUR PRODUCT Measure and improve customer satisfaction. Get expert advice on how to track and improve your Net Promoter Score and other satisfactionmetrics.
CUSTOMERSURE
CustomerSure Customer Feedback Software. ← Return to customersure.com Login THE BUSY PERSON’S GUIDE TO NET PROMOTER Don’t overcomplicate NPS. Use this industry-tested guide to understand how & when to calculate it, and how to improve it. BENCHMARKING CUSTOMER SATISFACTION 5 KEY CHARACTERISTICS OF THE BEST CUSTOMER SERVICE 1. Optimistic and Enthusiastic. It goes without saying that optimism and enthusiasm are necessary traits for any customer support agent. People get what they give, so if you put a customer on the back foot with a “can’t do” attitude, you can expect that customer to make things much more difficult than they need to HOW TO RESPOND TO CUSTOMER FEEDBACK At risk of stating the obvious, responding to customer feedback is a two-step process. First you must read customer feedback, before you even think about how you’re going to respond. And that’s one of the main reasons that many organisations are intimidated by HOW TO REDUCE CUSTOMER COMPLAINTS SENSIBLY AND SUSTAINABLY Instead, here are 4 customer-centric steps that will reduce the number of complaints you receive and improve customer satisfaction whilst you’re on. 1. Open the channels. The Forum reported that in 2017, UK businesses experienced 9.9 million complaint calls, resulting in £28 billion in lost productivity. FIVE SIMPLE TIPS FOR IMPROVING TONE OF VOICE IN CUSTOMER To get the best outcome for both your organisation and the customer, you need to build a rapport, and help the customer understand that you have their best interests at heart. Saying ‘sorry’ when you need to is a great way to start. 3. Don’t be anonymous. We feel better when people step up and take responsibility. HOW TO GDPR-PROOF YOUR CUSTOMER SATISFACTION SURVEYS According to Article 5 of the GDPR, personal data shall be: processed lawfully, fairly and transparently. collected for specified purposes, and not processed for other purposes. “just the right amount” of data for the task at hand – not too much, but enough to do your job accurately. accurate and up to date.CUSTOMERSURE
CustomerSure Customer Feedback Software. ← Return to customersure.com Select a survey Family & Friends Survey; ResidentSurvey
CUSTOMER FEEDBACK SOFTWARE SOFTWARE PLATFORM FOR REAL-TIMEPRICINGABOUT USCONTACT USBOOK A DEMOSIGN INOUR PRODUCT Measure and improve customer satisfaction. Get expert advice on how to track and improve your Net Promoter Score and other satisfactionmetrics.
CUSTOMERSURE
CustomerSure Customer Feedback Software. ← Return to customersure.com Login THE BUSY PERSON’S GUIDE TO NET PROMOTER Don’t overcomplicate NPS. Use this industry-tested guide to understand how & when to calculate it, and how to improve it. BENCHMARKING CUSTOMER SATISFACTION 5 KEY CHARACTERISTICS OF THE BEST CUSTOMER SERVICE 1. Optimistic and Enthusiastic. It goes without saying that optimism and enthusiasm are necessary traits for any customer support agent. People get what they give, so if you put a customer on the back foot with a “can’t do” attitude, you can expect that customer to make things much more difficult than they need to HOW TO RESPOND TO CUSTOMER FEEDBACK At risk of stating the obvious, responding to customer feedback is a two-step process. First you must read customer feedback, before you even think about how you’re going to respond. And that’s one of the main reasons that many organisations are intimidated by HOW TO REDUCE CUSTOMER COMPLAINTS SENSIBLY AND SUSTAINABLY Instead, here are 4 customer-centric steps that will reduce the number of complaints you receive and improve customer satisfaction whilst you’re on. 1. Open the channels. The Forum reported that in 2017, UK businesses experienced 9.9 million complaint calls, resulting in £28 billion in lost productivity. FIVE SIMPLE TIPS FOR IMPROVING TONE OF VOICE IN CUSTOMER To get the best outcome for both your organisation and the customer, you need to build a rapport, and help the customer understand that you have their best interests at heart. Saying ‘sorry’ when you need to is a great way to start. 3. Don’t be anonymous. We feel better when people step up and take responsibility. HOW TO GDPR-PROOF YOUR CUSTOMER SATISFACTION SURVEYS According to Article 5 of the GDPR, personal data shall be: processed lawfully, fairly and transparently. collected for specified purposes, and not processed for other purposes. “just the right amount” of data for the task at hand – not too much, but enough to do your job accurately. accurate and up to date.CUSTOMERSURE
CustomerSure Customer Feedback Software. ← Return to customersure.com Select a survey Family & Friends Survey; ResidentSurvey
CONTACT US: CUSTOMERSURE The Financial Benefits of Customer Feedback. Customer Feedback is traditionally seen as a cost—a necessary evil for your analysis team. This paper explains why this traditional approach is wrong, and how, when done well, customer feedback can generate profits. Download. HOW TO DESIGN NPS SURVEYS Let’s start with the basics. It’s not a NPS survey without the NPS question: But as we’ve just discussed, simply measuring loyalty isn’t a great idea. You need to set out to improve it. And to improve it, we need to get inside our customers’ heads. The best way to do this is by asking a single, open ended question. SHOULD I OFFER AN INCENTIVE FOR PEOPLE TO COMPLETE MY Strong criticism presents the chance to save a customer who is at risk (and who is signalling to you their desire to be saved). If the comment is a suggestion for improvement then acknowledge it, and set an expectation of whether or when a change can be expected. The very best incentive for a customer to give feedback is that you act on the IMPROVING YOUR NET PROMOTER SCORE 5. Don’t Incentivise Anyone. This is a strange tip to include in our ‘guide to improving NPS’, as it may lower your NPS score – but by doing so, it can raise customer satisfaction, which as we’ve discussed is your ultimate goal. You should never, ever incentivise your staff or your customers in your feedback process. HOW TO RESPOND TO CUSTOMER FEEDBACK At risk of stating the obvious, responding to customer feedback is a two-step process. First you must read customer feedback, before you even think about how you’re going to respond. And that’s one of the main reasons that many organisations are intimidated by TOP TIPS FOR HANDLING CUSTOMER COMPLAINTS 1) Attitude is everything. The attitude you have going into an issue has a large effect on the way that you will react. It’s really important to keep an open mind, stay calm and under no circumstances go on the defensive. Remember: Complaints and problems are opportunities to build trust. HOW TO CALCULATE NET PROMOTER SCORE Calculating your NPS is simple. You need two numbers: The percentage of detractors your business has. and the percentage of promoters your business has. Subtract your detractors from your promoters, write the number on a postcard and behold: NPS. HOW TO TRANSFORM CUSTOMER COMPLAINTS INTO COMPLIMENTS Remember that this is an opportunity, not a chore. Keep those mind-blockades at bay and try not to take up a defensive position. The customer will be delighted by an open attitude, and your willingness to do what it takes to resolve the issue. This will help build a newbond of trust.
6 WAYS TO WOW AND WIN BACK LOST CUSTOMERS Every company’s customers differ in their expectations. Meaning each business may have to take a unique approach to wow their customers. Here are 6 ideas to get you started. 1. Calm and Understanding Kayla Farr, Ultimate Paintball. The most recent “Wow!” moment I had actually happened just yesterday. WHAT’S THE BEST RATING SCALE TO USE ON A CUSTOMER SERVICE It doesn’t matter if they’re “Dissatisfied”, “Big sad face”, two-out-of-five stars, or a 3/10 on the NPS scale. If you want them to keep being your customer, (and if you want to grow your business through their referrals) you need to fix the problem. Market research has its place in your business, but this isn’t it. Information on our response to the COVID-19 pandemic can be foundhere .
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IMPROVE CUSTOMER EXPERIENCE Increase retention and recommendation with award-winning customer feedback software and expert advice. > As a business we would not have been able to run our extensive > global Voice of the Customer programme without CustomerSure. Sarah> Roberts, GBG
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Your turn? Get in touch now Don’t worry – we won’t hard-sell you anything, we’ll just answer your questions. MEASURE, UNDERSTAND AND IMPROVE THE CUSTOMER EXPERIENCE IN REAL TIME SEND CUSTOMER-CENTRIC SURVEYS Ask the right questions at the right time, and watch your response rate and feedback quality rise. Don’t worry if you’re not sure what or when to ask: We’ll help. INSTANTLY ANALYSE CUSTOMER JOURNEYS AND SATISFACTION TRENDS. Keep an eye on top-level metrics like NPS, CSAT or Customer Effort Score, and dive into the details to see what touchpoints or teams are driving those scores. CLOSE THE LOOP BY RESPONDING TO CUSTOMERS. So you don’t just measure satisfaction, you improve it.>
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Run a small pilot to gain experience, build confidence and prove that the expected benefits can be achieved. There’s no obligation, and still no charge at this stage. We’ll help you scope, design and runit.
3 CONTINUOUS IMPROVEMENT Once you’ve completed a pilot and you’re happy that your feedback process not only measures, but improves customer experience, we’ll help you roll things out, and we’ll always be on hand for everything from technical support to ‘big picture’ advice.AWARD WINNING
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You’ll get all the advice and support you need to make your project a success, including on-site meetings and training if needed, included our standard pricing . We know new suppliers and projects can be scary, so we do everything we can to remove risk and guarantee success for you. What makes us different? HAVE WE ANSWERED YOUR QUESTIONS? Helping people use feedback better is what gets us out of bed on a morning. No matter if you’re new to this or a feedback guru, you can call us – we’d love to hear from you. Request a demo or Schedule a call* Product
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