• Measure Customer Satisfaction Using Gallup’s Four Levels Of Customer Expectations

    Measure Customer Satisfaction Using Gallup’s Four Levels Of Customer Expectations The Gallup Organization has found there are four levels of customer expectation that help companies measure customer satisfaction. The revolutionary research which was reported in the book, First, Break All the Rules by Marcus Buckingham and Curt Coffman, suggests that as a customer becomes ‘closer’ to a company, they […]

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  • Why Customer Experience Is Important: 7 Reasons

    Why Customer Experience Is Important: 7 Reasons Customer experience is the practice of designing and reacting to customer interactions for the purpose of meeting or exceeding customer expectations, thereby, increasing customer satisfaction, loyalty and advocacy. A positive customer experience is important in that customers are savvy and have the power choose between competing companies, which offer varying […]

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  • Avoid These Simple, Commonly-Made Customer Experience Mistakes

    Avoid These Simple, Commonly-Made Customer Experience Mistakes Creating the perfect customer experience is a challenge for many of us. With so many aspects to consider, we may often find areas where we let our customers down unintentionally. The important thing to do is to minimize as many customer experience mistakes as possible. At Client Heartbeat, we have been guilty […]

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  • Customer Experience Marketing: What Is It?

    Customer Experience Marketing: What Is It? Customer experience marketing is about putting the customer at the forefront of your marketing strategy. Instead of trying to sell customers on features and benefits, shift your mindset and think about them. Why do they want to engage with you? Why are they reading or viewing your marketing material? If you […]

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  • How To Leverage Company Culture To Improve Customer Satisfaction (4 Tactics)

    How To Leverage Company Culture To Improve Customer Satisfaction (4 Tactics) Improving customer satisfaction starts from within. In a recent survey of the ‘best in class’ companies using Client Heartbeat, we found that one of the seven key drivers for high customer satisfaction is a company’s culture. So with that in mind, how can you leverage […]

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  • How To Measure Customer Satisfaction Based On The Entire Customer Journey (3 Steps)

    How To Measure Customer Satisfaction Based On The Entire Customer Journey (3 Steps) McKinsey & Company research says STOP measuring customer satisfaction on each individual interaction. “Measuring satisfaction on customer journeys is 30 percent more predictive of overall customer satisfaction than measuring happiness for each individual interaction,” states Alfonso Pulido, Dorian Stone, and John Strevel […]

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