How Feedback Can Reduce The Customer Service Gap

What Is The Customer Service Gap?

The customer service gap, and in particular the customer expectation management gap (outlined by Parasuraman et al, 1985) is a model that encourages companies to address the difference between their customers’ expectations and management’s perception of the quality of customer service.

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Example:

Two surveys are sent out at the same time, one to the management team of CompanyX, and another to their customers. The aim of the survey is the same for both recipients, to ask “What standard of customer service do you expect from CustomerX?“. Management return with an average of 9/10, whereas the customers say 4/10. This could be for a multitude of reasons (which we will get into later) but ultimately the issue remains that there is a perception deficit for CompanyX, which if not resolved will cause future loss of customers to competitors with higher standards.

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Why Is Customer Experience So Important To Measure?

There’s a lot of buzz right now about customer experience (CX), and why it’s the next big thing for companies to differentiate themselves in a competitive market. But what are people really saying? By dedicating themselves to a better customer experience, companies can reap many benefits including higher revenues and retention, happier employees, more recognition, and a chance at thriving even when their industry is not. Examples of these companies are seen all over business magazines and they line the business bookshelves of the world. Southwest Airlines, Starbucks, and Whole Foods Market are revered icons of this paradigm. So how did companies like these mold themselves to become models of great customer experience?

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Why Building A Customer Feedback Loop Is So Important For Your Business

One of the hardest things to obtain from the company’s perspective is useful customer feedback. Yet, customers are often only too eager to provide you with their experiences because they want their opinions to be heard. This eagerness is often sparked by either a positive or negative experience with your company. At the bare minimum, these customers should have an outlet to express these thoughts and opinions, however an optimized customer feedback strategy will have a system which facilitates a dialogue with customers. This is the framework for a customer feedback loop, where the goal is to turn your customer feedback into actions and communicate those results back to your customers.

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5 Reasons Why You Should Invest in Improving Customer Experience

There are two things that every business wants: more customers and less red ink on the balance sheet. Unfortunately those 2 things are often hard to come by — you generally have to spend money to make money. Over the past few decades, there has been research at length about the value of optimizing your customer touch points and how important it is to get your customer – facing workers the tools and information they need to provide a better customer experience. That’s the how of customer service. But, what’s the why? Why should you prioritize investing in building a better customer experience?

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The Feedbackly way

When Feedbackly was initially built the founders knew they wanted to grow and flourish the company in a very open way. We always thought that through open discussion and flexibility, people can more easily flourish as they feel more respected and they are able to take control of their own lives. We have always encouraged everyone to also keep remote days but in respectively we have always tried to create our office to be a place where everyone wants to be and enjoys. Continue reading “The Feedbackly way”

How to Use Upsell to Increase Customer Happiness

What is upsell in the first place? This is a term you hear bantered around in the internet marketing world. Truth be told you live with upselling consistently; you might conceivably not be tuned into it. This article clarifies what an upsell is and how you can utilize it to profit from anything your sell…or give away. On the off chance that you are hoping to make your client happy then you have to comprehend what upselling is and how to utilize it appropriately.

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Why Is Customer Experience So Important to your business?

There’s a lot of buzz right now around customer experience, but what are people really saying about it? By dedicating themselves to a better customer experience, companies can reap many benefits including: higher revenues and retention, happier employees, recognition, and a chance at thriving even when their industry is not. In addition it is easier than ever to upsell after a good customer experience to customers that are even happier. Examples of these companies are seen all over business magazines and they line the business bookshelves of the world. Southwest Airlines, Starbucks, and Whole Foods Market are revered icons of this paradigm. So how did companies like these mold themselves to become the model of great customer experience? Continue reading “Why Is Customer Experience So Important to your business?”

How to build customer loyalty – 5 simple tips

Getting customers is hard so why not try to keep the current ones even longer? Keeping them should be easier than getting new ones. You know them already, you know what they want and you know what they expect of you – or do you?  With fierce competitors building communities and aggressively marketing on price, you have to put real energy and effort into maintaining a consistent customer base. Just providing a great product or service is rarely enough to keep them coming back for more. You need to be able to create real customer loyalty. Loyal customers are those ones you want to have. And actually, according to White House Consumer Affairs It is 7 times more expensive to find a new customer than to keep an existing one and on average, loyal customers are worth up to 10 times as much as non loyal customers!

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What should you ask from your potential customers online?

We are regularly asked what kind of website feedback we should be asking for in user surveys and polls. Our answer: it differs. The website and eCommerce feedback you attempt to acquire are contingent on the user’s experience, and what you’re attempting to accomplish.

You should always have a clear goal what you would like to measure and accomplish with the surveys you use whether it is ensuring the continuous experience level or a very specific information. Either way, you might wonder how you can actually ask all this from your customer. Continue reading “What should you ask from your potential customers online?”

Planning and Analyzing Customer Satisfaction Surveys 101

Planning and analyzing a customer satisfaction survey are two major aspects in your daily business. These two factors, when combined could substantially contribute to the future profits and success or consequent failure of any business endeavor. It must be significant to keep in mind that satisfying your customer is the major key to success of an enterprise and without it you are going to lose your customers who might then jump to your competitor, which in turn could leave you hanging loose. Here are few tips that feature some important and useful points for analyzing and planning customer satisfaction surveys that can greatly improve your business endeavors in turn. With these you will get started and avoid the most common pitfalls. Continue reading “Planning and Analyzing Customer Satisfaction Surveys 101”