Customer Feedback

Ford Uses Customer Feedback for Better Design

  December 06, 2011 in Blog, Brand & Market Research, Customer Experience Reporting, Customer Feedback by Marci Bikshorn

Customer Feedback Solutions

If you haven’t heard, Ford is planning to launch a new MyFord Touch system on 2013 models of the Ford Escape, Flex and Taurus and an update will be available for current owners of the 2011 and 2012 models. Ford recently revamped their system and came up with a solution that is faster and easier to use than the prior technology. New features include maps, voice recognition, compatibility with other devices and ebook support. This new system is much cleaner and simpler than competitive solutions – all thanks to Ford’s emphasis on the consumer.

The Benefits of Customer Feedback Management Services

Ford is a great example of a company listening to the voice of the consumer to create a better product. By implementing customer satisfaction programs, Ford was able to pinpoint the faults of the old technology and foster those specific improvements. In this case, that led to the use of a larger and more readable font size, bigger icons and fewer menus. Much can be gained from listening to your consumers. Here are two great benefits to employing customer feedback systems. (more…)

On-line Reviews Tip the Scales in Your Evaluation of Customer Service. Fact or Fallacy?

  September 07, 2011 in Audits, Blog, Customer Experience Reporting, Customer Feedback by Marci Bikshorn

Controversy abounds in the realities of on-line customer sentiment.  Sizeable numbers of customers are looking at online reviews and these evaluations in customer service and product selection have a considerable impact on buying decisions.  Is it possible to determine if reviews are authentic or forged? (more…)

How to Use Client Satisfaction Surveys to Inspire Customer Delight

  June 02, 2011 in Customer Experience Reporting, Customer Feedback by Marci Bikshorn

Are you delighting your customers? In today’s economy, your consumers are watching their every dollar and their decision on where to spend that dollar is looming. This means your customer retention strategy should go beyond simply satisfying your customers. – To enhance the brand loyalty factor you  , you must ultimately delight them.

Think about some of the most popular brands in the world: Apple, Starbucks, Ritz-Carlton, Coca-Cola, Nike, Disney. What to do all of these brands have in common? They know what pleases their customers and they consistently seek to not only provide what their customers want, but to give their customers goods and services that they can get excited about. And, the delivery of these goods and services is with the focus on the client, not the company. (more…)

Top 5 Items To Consider In Your Customer Satisfaction Programs

  April 28, 2011 in Blog, Brand & Market Research, Customer Feedback by Marci Bikshorn

It’s no secret that effective communication is the key to great business. We’ve heard it a thousand times, but it’s true. Good communication, in its many forms, does wonders for productivity, morale, and efficiency within any company.

But are you being as effective of a communicator with your customers as you should be?

When it comes to first-class communication with customers, listening is perhaps the best thing you can do. And the best listeners are the ones who give their customers room to talk. That’s why targeted customer satisfaction programs, backed by solid customer satisfaction market research, are one of the best ways to increase communication with your customers.

When it comes to customer satisfaction programs, it’s best to think of them as conversations. Here are the top 5 items to think about when giving your customers room to use their voice. (more…)

Customer Retention Ideas: Do You Really Need a Customer Relations Department?

  March 24, 2011 in Blog, Consulting & Training, Customer Experience Reporting, Customer Feedback by Marci Bikshorn

Customer Retention Ideas - Customer FeedbackIn our business, our customers judge the service they receive by every person and program component in which they come in contact and that we offer to them.  Many years ago we entertained multiple customer retention ideas, one of which was having a Customer Relations Department – after all we evaluate the customer experience for our clients inside and out.  How can we fail to provide them with every avenue when it comes to resolution of any area in which we may fall short of their expectations?  After much thought and consideration, we realized that every person representing our company should execute the role of any Customer Relations Department.  (more…)

Customer Satisfaction = Happy Employees

  February 25, 2011 in Blog, Customer Experience Reporting, Customer Feedback, Measuring Total Customer Experience by Marci Bikshorn

Hardly a client meeting goes by that someone doesn’t ask:

  • How can we improve upon employee loyalty and retention?
  • How can we surpass their expectations and satisfaction and reduce turnover?

Easy answer. Have happy employees!

Your company mantra should scream, “We must develop and ensure that we maintain satisfied employees.” (more…)

Customers Love Talking to People….Not Machines

  February 23, 2011 in Blog, Consulting & Training, Customer Feedback, Measuring Total Customer Experience by Marci Bikshorn

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I find it to be increasingly frustrating when I contact a company with a service issue and am forced to talk to a machine.  Takes me back in time to the world of The Jetsons.

Growing up in an era where “rolling out the red carpet” every time for every customer, keeping client files of names, birthdays, sizes, past purchases, sending written thank you notes and personalized birthday greetings, and hand delivering purchases if a customer just didn’t have time to pick it up…to conducting business in 2011 by talking to a machine.  What’s wrong with this picture? Something about the customer experience just doesn’t feel right. (more…)

Go To Battle for Customers in 2011

  January 19, 2011 in Customer Experience Reporting, Customer Feedback by Marci Bikshorn

Your Customers Are Talking. Are You Listening?This is the year to make it your personal mission to go to battle for customer share. The critical nature of winning the customer retention war is higher than ever. When the customer experience is only adequate, customers are sprinting, not walking, to find competitive businesses to fulfill their needs. (more…)

Who Are Your Customers? What Are They Saying? And Are You Listening to Them?

  August 30, 2010 in Blog, Customer Feedback by Marci Bikshorn

Do you know your customers? Are you listening to all of them? Are you reaching all of them? If so, how?

What survey instruments and program tools are you using? How are your survey instruments designed? Are you gathering feedback from all customers? From all departments? For all products? Across all channels of distribution? From every customer touch point? At every stage of the customer lifecycle?

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Develop a Customer Retention Strategy by Creating World Class Service

  August 15, 2010 in Blog, Customer Feedback, Measuring Total Customer Experience by Marci Bikshorn

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Customers are the lifeblood of any organization. Without them…we have no meaning or purpose. Customers provide reason, vitality and growth. Serving them well requires a customer-focused culture and a steadfast effort toward improvement. The rewards from this unwavering diligence are fruitful: unflinching customer loyalty, sustainable growth and world class performance.

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