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Customer Feedback

01 Sep Customer Feedback Overview (NPS, CSAT, & CES)

Posted by: Mahala Evans

When your business receives feedback, both good and bad, we have to agree with Mr. Gates that there are lessons to be learned. But how can this data be gathered, and what is the strategy behind it?There are several popular ways to measure customer’s experiences...

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18 May Customer Feedback Survey | How to Set Up a Lost Prospect Survey

Posted by: Matt Jones
Customer Feedback Survey
Life can be pretty hard sometimes.  There are times when your basement floods or your car gets towed or that rare occasion where the lottery ticket you bought turns out to be a dud.  In business, there are times when you don’t close the deal and when that happens, it can really shake the confidence of your sales team and company as a whole. The prospect seemed so interested. Was it the PowerPoint slide likening your competitor to David Hasselhoff  that threw them off? Was it because the candy bowl at your conference table was filled with Smarties?  Why aren't you in full-on pizza party mode celebrating this new client? Take a deep breath and don’t let your sky fill with little dark clouds that track your every movement! Tomorrow is a new day! Winston Churchill once famously stated that "All men make mistakes, but only wise men learn from their mistakes.”  How can businesses gain a better understanding of what they need to improve upon in order to not lose more business in the future? How about creating a lost prospect survey that asks those lost prospects why they didn’t choose your company?
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09 May Gauging Employee Loyalty with eNPS®

Posted by: Matthew Van Deventer
Gauging Employee Loyalty with eNPS®
We are usually more critical of ourselves than other people are of us. In the mirror my “dad bod” looks to me more like Mr. Chub-a-lub than others (at least that’s what they’ve told me!). To you, your communication skills may be lacking more than your co-workers think they are. That canvas you painted is missing everything and may never be perfect, but collectors are pining for it. A company’s employees will point out faults of their employers more often and harsher than its customers will.
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02 May In Your Corner: How to Respond to Reviews on Yellow Pages

Posted by: Karin Siccardi
In Your Corner: How to Respond to Reviews on Yellow Pages
We are Rachel Noel and Karin Siccardi and we are part of WebPunch’s Review Response Team. The two of us spend our days responding to online reviews and we are thrilled to be able to share what we’ve learned. Today we'll be talking about responding to reviews on Yellow Pages so sit back, relax and enjoy the YP show.
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20 Apr What do Netflix, FedEx, and Chick-fil-a have in common? Customer Experience

Posted by: Matthew Van Deventer
Customer Experience
Customer experience has one meaning: It’s the interaction between a brand and a customer. And for the most part, businesses large and small want a similar outcome from their customer service experience. They want to put a smile on their customers’ faces, send them home happy, make sure they come back again, and get them to tell their friends and their friends’ moms.
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26 Mar How Employees Can be a Wrecking Ball to a Brand

Posted by: Matt Jones
How Employees Can be a Wrecking Ball to a Brand
Layoffs, firings, and low morale are inevitable. If prevented, however, a brand could save itself a lot of business. Every year, companies lay off thousands of employees due to restructuring, shrinking revenues, or a sluggish economy. But what about all the lost revenue that comes from that?
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22 Mar VIDEO: Reviews. Can You Really Say That?

Posted by: Matt Jones
VIDEO: Reviews. Can You Really Say That?
What's up, WebPunchers? This is Matt Jones, your Professor of WebPunch's School of Online Reputation Management. Life is good. Sorry it's been a little bit of time, but we're back. My drone cuts are finally healing, I'm back to the gym, so things are off to a good start here in March.
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21 Mar Don’t Catch Survey Fatigue

Posted by: Matthew Van Deventer
Don't Catch Survey Fatigue
Who likes getting the same set of questions over and over? No one, that’s who. No one ever said, “Please send me the same survey, over and over again for as long as I’m your customer.” In fact, it’s got a name and even debuted as a disease in WebPunch’s booth at this year’s International Franchise Association Conference. It’s called Survey Fatigue.
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