5 things customers value most from your contact center
May 9, 2012 by Michele McGovern
You might be measuring too many – or the wrong – things in your contact center. This is what really matters to most customers.
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May 9, 2012 by Michele McGovern
What 92% of companies fail to do when they survey customers
October 13, 2011 by Michele McGovern
Only 8% of contact centers do this when they survey customers – and it makes all the difference between successful and useless surveys.
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Road-tested ways to get better customer feedback
October 7, 2011 by Michele McGovern
Get better customer feedback with surveys that make them want to respond. Here’s what – and what not – to include:
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Do customers want to b!*ch or praise when they fill out surveys?
April 27, 2011 by Michele McGovern
Good news: Customers don’t just want to b!*ch when they do your surveys. Here are the real reasons.
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Ask this one question to gain customer loyalty
December 8, 2010 by Michele McGovern
Ask one question like this in a customer survey and you can immediately build loyalty.
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