Category: Customer Experience

  • Uncovering Customer Opinions on Wait Time

    October 5, 2010

    business man_ watchThe fact that customers don't like to wait is no surprise, especially in a digital era when consumers access many services immediately and on demand. A recent study showed that 69% of those surveyed said that they had to wait for an appointment with a service or utility provider, or some other type of delivery.

  • Head to Head – Customer Satisfaction Surveys vs. Mystery Shops

    August 26, 2010

    Misconceptions about customer satisfaction surveys and mystery shopping , and their differences, exist.  Would you answer the following “yes” or “no”?

  • The JetBlue Example: Are Your Employees Preparing to Slide Down the Chute?

    August 3, 2010

    By now, everyone has heard the story about the JetBlue Flight attendant who became frustrated with a passenger, expressed his anger over the public address system, and exited the plane via the emergency chute.   While it’s still not clear what exactly transpired on the plane, one thing that is clear is that many took his side, despite his bizarre actions.  Why did people praise his behavior?  Is it that airline customers empathize with airline travel stress, since they know firsthand the stress and overcrowding of many flights?  

  • Five Often-Missed Customer Service Focus Areas

    June 23, 2010

    Sometimes the simplest task is the hardest to do. Through our decades of experience and knowledge measuring the customer experience, five key areas stand out when thinking about areas employees frequently miss. These five may seem simple, but they can be difficult to execute consistently across an organization. Consider these areas within your own organization to see if your company is where it should be:

  • Is Customer Service a Catalyst for Growth in the New Economy?

    June 8, 2010

    In this economy, companies are working to keep loyal customers and increase sales. A new study by Accenture finds that firms are responding to the economic recovery by channeling resources to improve service and training. These efforts are focused not only on keeping current customers happy and loyal for the long term, but also on gaining market share from companies who are not focusing effectively on customer service.