CSM Magazine
DECEMBER 8, 2015
Training and staff retention was cited as the top challenge by 33 percent of respondents, a big shift from ASQ’s last customer service survey in 2012, when it was rated as the least significant challenge. Twenty-nine percent surveyed this year said managing customer expectations was their No.
ShepHyken
NOVEMBER 28, 2022
(Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated. To reverse this trend, many companies are now strategically leveraging all parts of their organizations to offer customer-centric approaches to increase customer satisfaction.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
SurveySensum
JULY 14, 2020
He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.
Comm100
OCTOBER 30, 2017
A 2012 study by Beyond Philosophy, called out “silo mentality” as the biggest organizational hurdle in improving the customer experience. A common KPI that is measured is Customer Satisfaction (CSAT), however one that should be measured but is often ignored is Employee Satisfaction (ESAT). Ignoring Your Team.
Service Untitled
NOVEMBER 28, 2012
Q: What metrics or qualitative data does Ritz-Carlton use to measure customer service training success (How do you know it’s working)? Before joining Software Advice in 2012, she worked in sales management and advertising. How do you collect this data? . A: Oh yes, we poll our guests once a month.
Expert insights. Personalized for you.
40 
Let's personalize your content