Voice of the Customer - Customer Satisfaction

Linking customer feedback to agent compensation.

Rick Emery — Fri, 12 Nov 2010 20:25:00 GMT

When I first started in my current role, I was surprised at the number of customer who very consciously chose to not tie customer feedback to individual employee performance measures and compensation. As a rough guess it was about 50% of all our new business. That being said, within a year of the feedback program being implemented, those customers had generally changed their mind and started to include surveys as part of agent scorecards and performance metrics.

Read this entry to find out why ... and what you should be careful about when you do decide to tir customer feedback to agent compensation.

What were they thinking … II

Rick Emery — Wed, 22 Sep 2010 22:33:00 GMT

In general we like to keep this blog focused on the positive side of customer experience: Things that go well or how to help them go better. But every once in a while we have to shake our heads and wonder what (or if) the company was thinking.

Got a story to share? Email us at vocblog@knowledge-wave.com and we’ll share it.

What were they thinking … I

Rick Emery — Tue, 21 Sep 2010 08:31:00 GMT

Got a story to share? Email us at vocblog@knowledge-wave.com and we’ll share it.

It’s all about the people ... IV

Rick Emery — Thu, 16 Sep 2010 15:33:00 GMT

Being in my job, I can’t help but focus on how companies treat myself and the people around me … both the good and the bad. While we will use this forum to share some of those stories, we welcome your experiences as well. Click on “Comment” below to share a particularly good or bad story or email us at vocblog@knowledge-wave.com.

Thoughts on a good survey experience

Rick Emery — Fri, 03 Sep 2010 20:05:00 GMT

Another discussion on The Customer Experience Management group on LinkedIn is: Why do companies spoil a good experience with customer surveys? Obviously we have a bias toward the value of transactional surveys so we wanted to weigh in on what makes a good customer survey.

Improving customer satisfaction ... one employee at a time!

Rick Emery — Tue, 10 Aug 2010 09:04:00 GMT

A B2B software and services company with more than 450 CSRs was looking to standardize the service experience, making it more consistent across all agents. When reviewing C-SAT results by supervisor, the Director of Customer Service was not surprised to note that the supervisors she considered to be rising stars in her department tended to have teams with higher-than-average C-SAT scores.

What caught her attention, however, was that the same supervisors also had received higher levels of employee satisfaction and loyalty in a recent HR-sponsored employee survey.

MAPPING CSR ENGAGEMENT TO CUSTOMER SATISFACTION

Rick Emery — Mon, 09 Aug 2010 07:37:00 GMT

Employee engagement is often the primary determinant of customer satisfaction with the service experience. Innovative, valuable products and services are vital but without a friendly, helpful, knowledgeable personal encounter, those products and services quickly become commodities. In addition, it is those motivated and engaged employees who design and create and deliver those valuable products and services. The higher the emotional attachment your employees have to the company and its customers, the higher their dedication, creativity, and performance.

Looking at the call center specifically, our research has confirmed what most HR professionals have been telling us for a long time: If you give your employees incentives and opportunities they are more likely to perform well.

How do I sell a customer feedback program to the CFO ... Another ROI Example

Rick Emery — Fri, 06 Aug 2010 13:29:00 GMT

Convincing the executive suite to embrace a feedback program can be easier when you have a reasonable ROI assumption targeted at very specific goals and objectives. Here is an example of how you might position the advantages of embracing a post-service, transactional survey to improve customer satisfaction and loyalty ...

How do I sell a customer feedback program to the CFO ... ROI Example

Rick Emery — Thu, 05 Aug 2010 17:59:00 GMT

How do I sell a customer feedback program ... to the CFO?

Rick Emery — Wed, 04 Aug 2010 09:40:00 GMT

Sometimes the CFO gets a bad reputation among operational managers who want to implement new plans, buy new technologies, keep up with the latest trends. The CFO has the unpleasant task of asking uncomfortable questions. Like: “Why?” or “What is the ultimate benefit?” or “Could we do the same thing cheaper?”.

The truth is, your CFO – probably – doesn’t enjoy being the obstacle through which all business decisions must pass. But that is his or her role. So, don’t fight it. Use it. Roll with it.

Help the CFO to do his job.