Category Archives: Customer Satisfaction

How to Measure Against New Customer Referral Program Benchmarks

Jessica Edmondson — July 1, 2017 Follow @ContentMktg2 — July 1, 2017 Impactful, strategy-changing customer engagement and referral program data just hit the market this past week. This data comes from the release of the new report, The State of Business Customer Referral Programs, and the webinar, Customers: Your most important source of demand, with … Continue reading How to Measure Against New Customer Referral Program Benchmarks

10 Important Customer Service Skills (and How to Identify Them)

Vitaliy Verbenko — April 18, 2017 Follow @helpracing— April 18, 2017 If you’ve ever hired for a customer service position, you know how important it is to settle on the right candidate. And since customer service employees are the face and voice of your brand, it’s definitely something that you can’t afford to get wrong. … Continue reading 10 Important Customer Service Skills (and How to Identify Them)

Burning Questions: Conversations With Customers

Burning Questions: Conversations With Customers by Sarah Fay, February 24, 2017 For brand marketers looking for ways to engage more deeply with customers, conversational marketing is near the top of the list of options to consider. There are a number of AI-based technologies that make natural language interactions at scale possible without adding bodies to … Continue reading Burning Questions: Conversations With Customers

Customer-Centricity: Avoid Speeds And Feeds, Speak To Needs

by Cory Treffiletti, Featured Contributor, November 9, 2016 Being customer-centric is a buzzworthy topic these days.  Every company pays lip service to being customer-centric, but in most cases it is simply that: lip service.  Most companies simply come up short. Customer-centricity is easy to talk about and hard to do. First off, you have to … Continue reading Customer-Centricity: Avoid Speeds And Feeds, Speak To Needs

Driving Action From a Customer Satisfaction Program

by Andrew Dalglish Follow @circle_researchAugust 18, 2016 Most companies have a customer satisfaction research programme in place, but not all are made equal. Some are active agents of change – they spur the organisation to act, building stronger customer relationships, boosting customer loyalty and ultimately improving commercial performance. Others are passive observers – they simply … Continue reading Driving Action From a Customer Satisfaction Program