May 14th, 2012
In 2008 Wal-Mart launched a major remodeling project called “Project Impact.” A large part of this was in response to customer research indicating Wal-Mart’s high-end bargain shopper wanted the “Target-style” layout featuring clear aisles and a more succinct product selection. Yet, almost immediately after implementing these changes, sales began to drop.
Read the rest of this entry »
Tags: customer engagement measurement, customer engagement segments, Customer experience, engagement segments, Voice of the Customer
Posted in Business Strategy, Customer experience | No Comments »
April 24th, 2012
One clear message from the recent Accenture Global Consumer Survey is this: raising customer satisfaction scores alone is not enough to keep customers from leaving. This finding might have surprised some company executives who have invested heavily in their customer feedback programs, but shouldn’t surprise those who have outgrown CSAT scores and moved into a more strategic focus on improving the customer experience.
Read the rest of this entry »
Tags: Accenture, closed loop feedback, csat, customer care, employee experience
Posted in Business Strategy, Closed Loop Feedabck, Customer experience | No Comments »
April 17th, 2012
![43535lo1ih05vzo[1]](http://blog.peoplemetrics.com/wp-content/uploads/2012/04/43535lo1ih05vzo11-300x225.jpg "43535lo1ih05vzo[1]")
A recent article in the New York Times titled “When Businesses Can’t Stop Asking, ‘How Am I Doing?’” addresses the real (and growing) problem of survey fatigue. Tools like SurveyMonkey and QuestionPro make it easy for every department of every company to ask customers about various aspects of the business. While this practice is easy internally, it is increasingly viewed by customers as a needless frustration.
Read the rest of this entry »
Tags: Customer Feedback, survey best practices, survey design
Posted in Customer Feedback | No Comments »
April 10th, 2012
Apple customers most commonly cite store employees as the reason for
why they are promoters. Although Apple is an incredibly innovative company led by a dynamic leader (who has left an indelible mark on the tech industry), it’s the
employees that customers say bring them back.
Read the rest of this entry »
Posted in Customer Service, Customer experience, employee experience | No Comments »
April 3rd, 2012
Being the company champion of the customer experience can be exhausting work. For many companies the old ways of doing things are entrenched. Creating the motivation to change takes something a bit more compelling than, “But it will make our customers really happy!” Somewhere between the insights gleaned from the customer feedback program and executing on those insights, there exists a massive gap that must be crossed in order for the investment in customer feedback to be justified. Crossing this gap tends to be the most challenging aspect of improving the customer experience.
Read the rest of this entry »
Tags: customer experience champion, Customer Feedback, sharing customer feedback, Voice of the Customer
Posted in Closed Loop Feedabck, Customer Feedback, Customer experience | No Comments »
