Shereen Dindar
How To Use Customer Satisfaction Surveys For Email Capture
Let's face it, getting the email addresses of your customers can be a drag. You don't want to be a pest by asking them, yet building a reliable customer email database is key to your continued success. Depending on the nature of your business, you probably...
Why Webinars For B2C Companies Shouldn’t Be Overlooked
Often when you hear about webinars for lead generation purposes it's in a B2B context where businesses try to position themselves as experts within a particular area. And low and behold, it works. Email marketing lists grow and other businesses start to reach out to the webinar...
5 Customer Service Metrics Used By Top Performing Teams
As Big Data has steadily creeped into daily business life, customer service metrics are becoming increasingly popular. But if you are like many companies, figuring out which metrics to use can be confusing. Some businesses unknowingly measure meaningless aspects of employee performance, while others use the...
Customer Service Fail: Man Charged $853 When Wife Dies Before Prepaid Cruise
Sometimes when businesses fail at customer service, the lessons are so painful that it makes media headlines. This is the unfortunate case of Viking River Cruises that reportedly charged a Colorado man a $853 "rebooking fee" after his wife died before their prepaid cruise. Widow…
Why Your Retail Business Needs A Kiosk Survey
In the world of retail, a new type of customer feedback survey is rapidly taking over: Introducing the kiosk survey. Forget receipt surveys or email surveys, which only collect feedback well after the customer has left your store, and consider for a moment the advantages...
4 Ways Customer Feedback Can Increase Profits
Have you recently decided that implementing a customer feedback strategy at your business is a top priority? Or perhaps you've been collecting feedback for some time and are wondering about your ROI? Either way, your efforts are not in vain. You've jumped on a trend that is sure...
Why Online Retailers Need Physical Stores to Improve Customer Experience
It's been almost a month now since Amazon surprised analysts by opening a brick-and-mortar bookstore in Seattle, Washington on November 3. The online retailer is going head-to-head with small, independently owned bookshops by offering the personalized benefits of in-store shopping combined with the convenience of online shopping. Amazon's…
6 Common Mistakes in Customer Satisfaction Surveys
Wondering about the secret to creating effective and actionable customer satisfaction surveys? More companies are turning to surveys to get a live pulse on the health of their customer base and redefine themselves as customer-experience driven. Yet the increase in survey popularity has bred...
5 Things All Customer Feedback Surveys Should Measure
Thinking about using a customer feedback survey for your business? You’re on the right track. Studies show that it costs four to ten times more to find a new customer versus keep an old one. Keeping your current customers happy so they refer others to...