Michelle deHaaff

What We Can All Learn From Uber’s Customer Experience

Customers aren’t willing to suffer through badly designed experiences anymore. Case in point: the cab industry. Since the public hackney coach service was launched in London in the 17th Century — all the way through to today — the experience has literally gone unchanged: 1)…

Happy 10th Birthday NPS, You’ve Grown!

Ten years ago, Fred Reichheld published an article in Harvard Business Review on the “One Number You Need to Grow“. That watershed article introduced the concept of the Net Promoter Score (NPS) to the world: measuring customer loyalty by asking customers how likely they were...

Four Customer Experience Predictions for 2014

(1) More Companies Will Explore Getting Feedback Through Mobile Apps and Something Called "Geo-fencing" For most B2C companies, no customer experience feedback is more valuable than feedback that's given while the experience is still happening. There's no need to rely on a customer's memory to...

Beyond Black Friday: Holiday Shopping Could Cost Retailers Billions

Black Friday, Small Business Saturday, Cyber Monday, Giving Tuesday, and now…Turkey Thursday. Retailers are increasingly looking to the holiday shopping season (and the handful of discount days that set it off) to make up for sluggish months and to account for a considerable amount...

How Can Text Analytics Improve Your Feedback Program?

Customers are people and people are passionate. Whether they are talking about a recent service experience or a product they love or hate, open-ended survey questions and reviews allow people to go beyond a score or a rating and express their passion (or lack...

Improve Your Contact Center Agent Performance Through Customer Experience Management

Customers' satisfaction rates with contact center experience have universally dropped four years in a row, Forrester Research reports. And only 26% of consumers responded positively when asked if they believe contact centers provide great support, compared to 49% who did not. These numbers clearly...

How to Hear From Your Non-Customers: Capture In-the-Moment Feedback with Mobile

Are you a restaurant, hotel, retailer or other business trying to get a complete picture of the customer experience by also hearing from those who didn't make a purchase? The people who walked out of your store, or left before being seated in your...

Buying and Servicing Your Car Doesn’t Have to Give You Anxiety. Why Do So...

Most of us have, in some way, experienced buying a car. It breeds a bit of anxiety, right? Making sure you get the right car at the right price can be a scary process—or, if you are like my husband, create excitement at "winning"...

Do You Trust Your Frontline?

Frontline TeamsQuestion: When you go into a restaurant, a store, a bank, do you know who you will meet? The CEO? The VP of HR? The general manager? It's a ridiculous question because you already know the answer: a waitress, a cashier, a...

Why Would Companies Design Surveys That Can’t Be Answered? Best Practices For Improving Response...

Companies ask for feedback so they can get feedback. The challenge is that many surveys seem to be designed not to be answered. Since I joined Medallia three months ago, I have gone on a survey rampage, answering anything I've run across. Those annoying...

Can A Customer Experience Program Change Your Culture?

What's your NPS? Every month the C-suite at Gold's Gym places calls to a few gyms in its global franchise to ask whomever answers the phone, "what's your NPS®?" (NPS=Net Promoter Score, a commonly used customer satisfaction score) If you answer the phone, you...

Predictions for Customer Experience Management in 2013

The last three years or so have flown by when you consider how quickly consumers are embracing new digital platforms. Companies like Instagram, Rovio, and GitHub went from having almost no real market presence to achieving documented success in new users and growth....

What the Social World Thought of the Susan G. Komen Debacle This Week

What a week for the Susan G.Komen for the Cure foundation. An organization that I've supported for years faced a huge debacle this week related to an issue that has taken center stage in the conservative political debate, Planned Parenthood and providing funds to...

Kindle Fire – On Fire or A Flame Out?

No, I haven't become the official Attensity blogger on consumer electronics, but I am a shopper and this season the extensive list of new consumer electronics products and advertising to go with them is kind of overwhelming. Once I made the decision that...

Roku Taking Flight

If you've turned on the TV, tuned into the radio or surfed the web this holiday season it would be almost impossible to miss the massive marketing campaign that Roku has launched to drive sales of it's new $49.99 Roku Purple Box. It...

Is Facebook Your Next Customer Feedback Tool?

As CMOs try to figure out how social media fits into the marketing mix, there has been a lot of discussion in the marketing community about what role social media plays in outbound marketing, but many (although not all) have ignored the amazing value...

Social Media in Latin America

I am on vacation in Costa Rica! But I can't get away from thinking about one of my passions – the amazingly rapid and widespread adoption of social media as both a communication source and marketing tool. For one thing, in this...

Google+ – How many social networks do we need?

With Google opening up a large number of invites to Google+ this week, the conversation surged about this new attempt by the Internet giant. I created a login and had a look, like millions of other Google users in the world. It's Google,...

Your Voice of the Customer Playbook

As we go down the journey of working with our customers to leverage their customer conversations as a business asset, we end up working with our customers and partners on developing what we call the Voice of the Customer (VOC) Playbook. The Voice of...

Why Sentiment Doesn’t Matter – If You Don’t Know Why

Sentiment is a widely discussed topic in the social, market and customer analytics world. Most vendors and buyers talk about sentiment as the "holy grail" and extremely difficult to get right. Attensity has been doing sentiment analysis for years and offers a very...

New Posts