by Sam Klaidman | Jul 29, 2013 | Customer Loyalty
When you think about customer retention, you must work your butt off to get “top box” results on your structured feedback, i.e., surveys. And when you get verbatim feedback (unstructured comments), you must try and earn comments like “best,” “greatest,” “amazing,” and...
by Sam Klaidman | Jun 17, 2013 | Customer Loyalty
When analyzing customer feedback, three considerations must be top of mind: the value of information declines with time, each individual speaks for many people, and don’t look at your data without seriously considering the best way(s) to first segment the respondents....
by Guest Author | Jun 3, 2013 | Customer Loyalty
This is a guest blog by Ashley Verrill, a market analyst at Software Advice who has experience writing about call centers. Introduction Regarding using worker psychology to increase productivity, call centers have commonly used strategies such as gamification to...
by Sam Klaidman | May 27, 2013 | Customer Loyalty
If you google “corporate social responsibility,” you will receive almost 25 million hits. It seems as if every corporation has jumped on this bandwagon. Recently I had dealings with two businesses that practice what they preach and have great products. The...
by Sam Klaidman | May 6, 2013 | Customer Loyalty
Context is critical, but we often forget about it. Here is why context is so important! When you first meet someone, do you rush to judgment and decide how competent she is? And if you are proven correct, do you generalize her behavior for all circumstances? And do...
by Sam Klaidman | Apr 30, 2013 | Customer Loyalty
When Jeff Bezos founded Amazon in 1994, it was to be a customer-centric online bookstore. My how it has grown, diversified, and prospered. A piece of this incredible story can be found in Amazon’s 2012 Letter to Shareholders, released on April 12, 2012. Where to...
