CSAT surveys are a powerful tool that companies can use to drive loyalty and ensure their customers are happy throughout their entire journey with your brand.
Truly insightful analytics happen when you can tie the individual’s customer experience to their satisfaction in a CSAT survey. Prior to a survey being launched, a strategic plan on how you will implement some of the feedback will allow the insights to be more meaningful and actionable.
There are some key questions brands should consider before launching their CSAT survey, including:
Each survey question should be selected based on the strategic and operational goals of the organization.
Measuring customer satisfaction helps to understand the pain points in your customer’s journey with your brand, and provide the insights to transform those customers’ experiences moving forward. Remember, keeping customers happy costs a lot less than looking for new ones!
In our next blog post, we will focus on the most common question types asked in CSAT surveys, and what their analytical purposes are.
The customer service industry is moving fast – really fast. Every time you turn your head, there’s a new way for customers to get in touch with their favorite brand. Email, live chat, Twitter and Facebook; the possibilities are endless compared to the in-person and over-the-phone customer service offered 20 years ago. But if you really think about it, what has really changed in customer service in the last 20 years? In the last 50 years?
With the rise of the technology age, many predicted companies like LEGO would decline in popularity. How could little plastic building blocks compare with the allure of video games and addicting apps? LEGO was aware of the challenge, and faced it head on by fully integrating their social media with their customer experience. …
Creating consistent communication channels between you and your customers builds long-term relationships and increased brand loyalty.
With newer communication channels such as social media and SMS messaging, and the customer expectation to be able to connect with brands when and how they want, understanding the importance of quality customer service and retention strategies has never been more important.
SPRING IS HERE (unless you are at our Corporate HQ in Winnipeg, Canada where we’re expecting Spring sometime around June). That means Spring Cleaning! We know you’re excited to get that closet, car, or yard organized but what about giving your customer experience a little TLC?
This weekend, all eyes will be on La La Land (literally and figuratively) for Hollywood’s biggest night. Although “it is an honor just to be nominated”, the sweet taste of victory is always better. If A-Listers don’t want to admit it, we certainly will. Winning is the best, losing is the worst. If you’re not first, you’re last. It’s that simple. …
While Tom Brady undoubtedly brought his A-game to the Super Bowl, so did this year’s advertisers. Generally, people want uninterrupted programming, but advertisers pull out all the stops for their Super Bowl slots (costing on average $6 million for 30 seconds) and certainly didn’t disappoint this year.
Now that 2016 is neatly tucked away in the history books, it’s time for us to watch out for some exciting trends in customer service over the next 11 months.
We’ve identified three customer service trends that made cameos in 2016, but will take more of a lead role in the upcoming year. Check it out:
According to a Digital Trends report, 73% of consumers prefer to buy from brands that use personal information to make their shopping experience more relevant. And online shopping trends put out by Monetate reported that 40% of consumers buy more from retailers who personalize the shopping experience across all channels.