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Customer Satisfaction

It's All In The Details with Social Customer Support

Let’s talk about Net Promoter Score (NPS) for a second. This is a measurement on a scale from 1 – 10 based on a simple question: How likely are you to recommend this company to someone else? 1 is least likely, 10 is most likely. Any score from 0-6 considers the respondent a detractor. 7-8…

Keep that Customer Experience Mindset Going

Do you ever go to meetings or training classes with new, random groups of people and have to complete those ice breaker activities? You’re going about your day, getting “real work” done, and then you have to stop what you’re doing to go play silly games and interact with people? It can feel really uncomfortable…

E-Trade Nails It with their Customer Support

Customer experience is clearly still all the rage in business these days. We’ve gone from the age of making as many widgets as possible, to making them as BIG as possible, and then trying to get them as small as possible to selling experiences more than the widgets themselves. For some, making the transition to…

Waiting Takes Too Long for Customers

Yes, you read that right. Waiting is hard and it takes too long. It’s boring. Have you noticed lately that waiting feels much more difficult than it used to? We do all kinds of things to avoid waiting. Today we tweet out our question or post it on Facebook in an attempt to avoid waiting…

The difference between easy and hard customer service

Recently I came across two vastly different examples of customer service I thought I’d share so that we might compare and contrast the customer experience. Example 1: The Condo Rental On the spur of the moment, I decided my family needed a weekend getaway to the beach. I started searching online for any available accommodations…