I recently went on vacation to Yosemite and on the drive up north, my family stopped at Denny’s. While we were eating, someone said “From Denny’s to the Ahwahnée.” Now that’s a title I can work with! My family loves traditions and one of those traditions is eating at the Ahwahnée, a fancy resort in […]
There are few things more embarrassing than having your credit card decline in a busy store. Or worse, a store you visit frequently. It doesn't matter if you missed a payment, your card was stolen, it's a company error or Christmas shopping just got the better of you. Its humiliating. What do you do? You […]
My dad recently booked a flight online and couldn’t figure out how to choose his seat assignment. Every time he went to click on a seat, the site prompted him to pay more money. It didn’t matter what sequence he clicked, he could not get a seat assignment. In this situation, email or chat support […]
MAKO Surgical markets a family of knee implants for a minimally invasive procedure called MAKOplasty. Some of you may be walking around pain-free thanks to MAKO. Like many medical device companies, Mako Surgical has specialists who are present in the operating room to consult with physicians. These specialists, who provide the face-to-face contact with customers, are […]
If you’ve ever coveted a J.D. Power award for Customer Service Champions, or if keeping the customer service satisfaction (CSAT) score high at your company falls under your job description, this post is for you. Improving CSAT scores, and ultimately, driving business by creating products and services that keep satisfied customers coming back for more […]
The numbers are in—the edict has been passed down through the channels and the ball is now in your court. “Increase customer satisfaction scores.” Or, “Drive more sales.” Or, the nebulous “Build better rapport with customers.” Sound familiar? If your job involves managing a call center staff, undoubtedly, you face pressure to do better and […]
At a CCNG meeting a few weeks ago, a discussion arose about the difference between customer satisfaction (CSAT), Voice of the Customer (VOC), and Net Promoter Score (NPS®). I reviewed the difference between CSAT and VOC in an earlier post. Let’s now look at the difference between Voice of the Customer and Net Promoter Score. VOC […]
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