My Twitter Feed- TabithaDunn: Part 1 cont - as promised - what level do you ask your cust sat or loyalty question http://bit.ly/ba5Kub August 31, 2010
- TabithaDunn: @mooney1 enjoy! August 30, 2010
- TabithaDunn: RT @toutie @MarshaCollier Join #custserv Tues 9p ET Topic “To Crowdsource or Silo (clearly defined system boundaries) Customer Service?” August 30, 2010
- TabithaDunn: @Turntablez Love that show! Greece is a lovely place (I lived there as a little girl). August 30, 2010
- TabithaDunn: @WriteTheCompany than you for the RT about my blog - more to come this week! I look forward to your thoughts. August 30, 2010
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Category Archives: Loyalty
Part 1 cont. – Brand, product or service
When I am designing the key metric question (customer satisfaction or loyalty), I take a look at what I want to improve first. These questions can be asked at multiple levels – each will mean something different to my customers and each will give me different information to drive improvements.
Brand – Product – Service
Posted in Loyalty, Metrics
Tagged brand, customer loyalty, customer satisfaction, product, service, Survey Design
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Part 1 – Metrics: Customer Satisfaction and/or Customer Loyalty
I thought I would begin this discussion with the same place most people start thinking about a customer experience based program – what do I measure? Some version of this question is the most frequent one that I get from people and companies starting out on their journey. And I’d like to offer a straight forward, easy answer but really the answer is… it depends.
Posted in Change, Communication, Customer Experience, Customers, Goals, KPI, Loyalty, Metrics
Tagged Change, Customer Experience, customer loyalty, customer satisfaction, Metrics, Program design
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The core of a customer experience program
With so many customer experience programs beginning, many people are asking, “Where do I start?” It’s a question that I have heard often enough that I thought I might do a blog series on what you want to focus on in the first year of your customer experience program. And it might be interesting for those of you who are already well under way in your program.
The iPad as an e-reader
I love the ability to make successful recommendations. When I love a product or a service or an idea, I can’t wait to share it with my friends, family and colleagues. And when that recommendation is equally well liked and received, then I feel great. Surely I can’t be alone in that, right?
Proving the value of NPS
In the next part of our series, we’re going to talk about how what to with the results you get back from NPS. You’ve completed your survey design and fielded it to your customer and/or partner base. At last, you have your data. Now what do you do with the results? If you are anything like me, you could spend a lot of time reading the open ended responses and analyzing them. And don’t get me wrong, this is important but in my experience, it’s not the next step.
Posted in Customer Experience, Loyalty
Tagged customer loyalty, Net Promoter Score, NPS
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My Top 6 Customer Survey Design Suggestions
I’m going to try and avoid my soapbox here but I will warn you in advance that I may not be successful. You be the judge…
Posted in Communication, Customer Experience, Customers, Loyalty
Tagged best practices, customer loyalty, customer satisfaction, design, suggestions, survey
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2009 – Kicking off the new year
The holidays are over and I am back to work after my longest vacation off in my working history. It was lovely but it will come as no surprise to those close to me when I mention that I managed to snag an awful virus and was sick for the whole two weeks. I am still dragging through the dregs of it… All of that aside, it was a lovely and quiet holiday, filled with family time and I treasure the opportunity I had.
Posted in Balance, Customer Experience, Loyalty, Vacation, Work
Tagged Balance, Customer Experience, Loyalty, Vacation, Work
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Understanding your customer
There isn’t one best way to best understand your customers but whatever you choose, it really needs to start with understanding their behaviors. For example, your customer has decided to leave and you have a way to capture the reason why. When they say price… do you accept that? Or do you realize that price really means something else – such as “Budget – something in my life has changed and I need more money in my budget, so this has to go or I need a cheaper price” or “Value – I just don’t see the value in this vs. what I have to pay”. Neither of those are actually price – they are root causes of the price top level statement.
Posted in Communication, Customer Experience, Loyalty
Tagged Customer Experience, Customers, Loyalty
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