Blog & Resources

feedback

How to Create the Most Spectacular Customer Service Disasters

Humans disappoint one another. We do it all the time. We disappoint when we don't show up for someone's big event. Or maybe we disappoint when we do show up at an intimate dinner party without an invitation. We disappoint ...
customer service disasters

3 Ways to Win Big When Customers Are Furious

Have you ever had to deal with a customer who was really angry? While most days aren't perfect, if generally takes a lot for us to get red-in-the-face angry.  Of course there are exceptions to this rule, and some people are just ...

Surveys Results are Great, but What About the "Untold" Feedback?

Consistently gathering customer feedback is a great way to see patterns around satisfaction, loyalty and other key performance indicators, but some of the most valuable information hides beyond typical survey results. There are important questions customers would love to answer ...

5 Ways to Engage and Understand At-Risk Customers

Most organizations used to lump customers into 2 simple categories:  New customers and “the rest of them.” New customer acquisition is often used to gauge success – the more we gain, the better we're doing! And what about "the rest of them?" They're all ...

Are Your Employees Engaged to Tell You the Truth?

Surveying employees on satisfaction and engagement is not a new concept, but it's getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. More and more studies show how ...

10 Ways to Get Actionable Feedback from Customers (part 2)

Asking customers for feedback is generally easy, but asking questions that spark action is not. And every customer's journey is different, so why ask every customer the same old questions? Neat piles of similar responses look pretty in reports, but there's ...

10 Ways to Get Actionable Feedback from Customers (part 1)

It can be a daunting task to go looking for actionable feedback. You have to roll up your sleeves, check your ego at the door, and prepare to learn some hard truths about your business and (gasp!) yourself. It's great to seek ...

3 Ways Customers are Tracking Brands (and Judging YOURS!)

Customers are tracking brands and how they interact with customers. And they're giving their friends all the dirt they find on your brand! They're sharing information like who to contact to get things done, and when's the best time to ...

3 Ways to Survive Dangerously Casual Customer Reviews

Customer feedback is customer experience gold. That's why there are transaction surveys, experience surveys, customer interviews, customer focus groups (although you know I'm not a fan) and many, many formal ways to gather feedback and use it to improve the ...

Why Positive Word-of-Mouth is Insanely Powerful

What do you think when someone tells you about something that’s “gone viral?” These days, your first thought may be Covid-19, but going viral is still a surprisingly common way of describing a funny video, cringe-worthy comment, or parody of the ...

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