The nice folk over at Technically Marketing have a great article on top statistics for Customer Experience. The full article is here, and well worth a look. Like all good blog articles these days we have picked our top three favorites – they dwell on the bad news of not getting customer experience right. 1) [...]
So why oh why do people take surveys AND what are they expecting the business to do as a result? A recent Consumer Pulse study of over 1,400 U.S. consumers conducted by Boston-based custom research firm, Chadwick Martin Bailey (CMB) and iModerate Research Technologies, looked at why customers complete customer satisfaction surveys, and what they [...]
70% of defecting customers say that poor service prompted their decision to leave. The ability to identify at-risk customers – both those who actually complain and those who don’t – is becoming an increasingly important mandate for companies competing in a global environment where individual consumers have never had more information, choice and power. OK [...]
You just bought something at your favorite store. You walk out with a skip in your step thinking about when you might wear this new purchase. You give into your compulsion to check your email on your smartphone, and there, waiting for you, is a survey from that very company asking about your experience. You [...]
This is one to take you breath away! We know from an study by Gartner in 2007 that while 95% of corporate US engages in some form of customer feedback, only 10% actually take action it. We also now know that too many businesses are developing a listening capability to review and act on social [...]
No surprises I suppose but the latest study from American Express has a buffet of statistics showing why service matters and how it is so tied to customer defection. Here are a couple that resonate at this time of the year: 64% of customers who have walked out of a store becuase of poor customer [...]
In the latest of a series of thought provoking articles by QSRBuzz, highlighting mobile technology in the Quick Serve Restaurants, Opiniator is discussed as a customer retention and analysis tool. Nice quote from Portland’s Hotlips’ Pizza Operations Director – Lou Hijar who says of Opiniator “We were able to analyze data quickly and efficiently. Immediate [...]
So I will be the one that calls out the emperor’s clothes here. Is it just me or has the word-space devoted to social media just gone off-the-page mad? Self proclaimed gurus, tactics in search of strategies and aimless wanderings into the social media space seem the subtext behind the subject. Of course social media has [...]
