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 […]

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 […]

5 Examples Of How Customer Satisfaction Can Be Used As A Point Of Differentiation

5 Examples Of How Customer Satisfaction Can Be Used As A Point Of Differentiation Have you ever bought from a company because you knew they’d look after you well? Or in other words, you knew they would offer an amazing customer experience. If you said yes, you’ve been influenced by a company that uses customer satisfaction as […]

3 Customer Satisfaction Lessons From JetBlue

3 Customer Satisfaction Lessons From JetBlue JetBlue has come up trumps again, leading all airlines in passenger satisfaction for the third consecutive year. According to the American Customer Satisfaction Index (ACSI), JetBlue scored 79 (out of 100) to top the airline category. Southwest (78) and Delta (71) rounded out the top three. So how does JetBlue […]

How To Improve The Customer Experience (Just Like LAX Airport)

How To Improve The Customer Experience (Just Like LAX Airport) In three years, LAX airport has improved the customer experience and transformed from an airport that customers tried to avoid, to an airport customers now enjoy. Do you remember how frustrating it was flying through LAX a few years ago? Long lines, slow security checks, […]

Increase Customer Satisfaction (9 Strategies)

Increase Customer Satisfaction (9 Strategies) Jerry Gregoire, CIO of Dell Computers was quoted as saying, “The customer experience is the next competitive battleground.” In a business world where customer acquisition costs are sky-rocketing, small and medium businesses must focus on building a customer experience to increase customer satisfaction. Here are nine game-changing ideas to help you on your […]

3 Simple Strategies You Can Learn From Disney’s Customer Experience

3 Simple Strategies You Can Learn From Disney’s Customer Experience Is Disney the king of the customer experience? Some argue that Disney is the king. The Disney Institute, the professional development branch of Disney, even produces research on how Disney delivers amazing experiences. You can find countless examples Disney’s daunting level of service. Whether delighting customers, creating […]

Evolving Customer Expectations: Will Your Company Adapt Or Perish?

Evolving Customer Expectations: Will Your Company Adapt Or Perish? Do you remember – before online shopping – when you had to buy from local stores? You had limited choices as to which company you bought from. They had no reason to offer a better experience – they knew you had no other options. Fast forward […]

The Complete Guide To Customer Expectations

The Complete Guide To Customer Expectations Excellent customer service and high customer satisfaction must start with understanding customer expectations. You need to know who your customers are and what they want. When measuring customer satisfaction, companies generally ask customers whether their product or service has met or exceeded expectations. This is an important question to ask and […]