Posts Tagged "Customer Satisfaction"


Setting the Record Straight on CSAT, NPS, and CES

Share this article: Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?” To summarize, the author of the article listened to earnings calls for 50 S&P 500...
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3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

Share this article: This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Click here to read the original. Not long ago I saw a demo of a cool product for gathering...
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The 3 Whys Behind Yes/No Quality Scoring

Share this article: Without exaggeration, I think I’ve seen quality forms for a hundred different companies in my tenure at FCR and can confidently say that they come in all different shapes, sizes, and flavors. Some of that’s to be...
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Keeping a Finger on the Pulse

Share this article: Over the past few years we’ve done a few rounds of sports with our kids and had very mixed results. This year we’ve ventured into the world of Cub Scouts with the two older ones and so...
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Transform Customer Service Into A Customer Insight Machine

Share this article: I’ve spent most of my professional career in a contact center, and let me tell you what us customer service operations folks are really good at. We excel when it comes to putting enough people in seats....
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6 Steps for Turning Around Upset Customers

Share this article: When I was at, shortly after implementing our first customer satisfaction survey, we established early on that we were going to respond to any customers who were dissatisfied with our service. In fact, this was something...
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5 Practical Actions to Improve Customer Satisfaction

Share this article: More and more companies are surveying their customers following interactions, asking them to rate their experiences. The survey they use may be Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score, emojis, or some other creative,...
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Jeremy Watkin with SunShine BenBelkacem of Matter Group in front of the incredible infographic she created during his presentation.

Transforming the Customer Experience as Contact Center Leaders

Share this article: Jeremy Watkin with SunShine BenBelkacem of Matter Group in front of the incredible infographic she created during his presentation. Last month I had the opportunity to share my thoughts on transforming the customer experience at the 2016...
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2 Recent Thinks About Customer Satisfaction

Share this article: I’ve been thinking a lot about customer satisfaction (CSAT) of late, routinely diving into their results to help our clients sort through the data and take action toward improvement. It’s ongoing and tedious at times but there...
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CSAT, NPS, or CES. Which Survey Is Right For You?

In the words of Mugatu (Will Ferrell) from the movie Zoolander, the customer experience is so hot right now.  In a world where customers have more places than ever to take their business, and thanks to social media, a louder…

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