Topic: customer satisfaction


Customer Satisfaction Survey Questions: 5 Sample Templates You Can Use Today

Customer satisfaction is at the core of human experience, reflecting our liking of a company’s business activities. High levels of customer satisfaction (with pleasurable experiences) are strong predictors of customer and client retention, loyalty, and product repurchase. Data that answers why a customer or client enjoyed their experience helps the company recreate these experiences in […]

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Customer Expectations: 7 Types All Exceptional Researchers Must Understand

Customer satisfaction reflects the expectations and experiences that the customer has with a product or service. Consumer expectations reflect both past and current product evaluation and user experiences. Think about any major purchases you’ve made recently. Did you research your purchase? Did you collect information from advertising, salespersons, friends, associates, or even test the product? […]

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CX Insights: How to Align the Front Line in Three Steps

Customer experience management is only for the determined: 70% of all customer experience transformations fail, according to research by McKinsey and Co. And of those failures, 72% can be attributed to employee resistance and unsupportive leadership behaviors. Ron Ritter and Will Enger from McKinsey & Company outline three steps to align front-line behaviors with the […]

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Why Open Government Data Isn’t Enough

I’m going to give you a phrase and you say the first thing that comes to mind. Ready?   “Government services.”   Okay, let me guess—excellent, efficient or fast probably weren’t the words you landed on. You’ve had enough interactions with the DMV or other government entities to know that lengthy processes and lack of […]

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Have you ever been shopping in a store and gotten the impression that the people there didn’t really care about your business? Maybe you walked around the same aisle a few times, hoping that you’d get a salesperson’s attention, but they all seemed preoccupied with other customers or tasks. Did you leave the store totally frustrated?

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If you’re a digital marketer, you’ve likely made attempts to address cart abandonment. Perhaps you’ve revised your checkout flow or employed retargeting emails or ads. But there’s another way to think about online cart abandonment, and we’d like to introduce it with a story about a clothing shop and its creepy mannequins.

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