Tag: customer feedback

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Data Driven Channels Europe Global Insight UK

6 crucial customer service metrics you can’t afford to ignore

customer service metrics

How often do you monitor data relevant to your customer service? Do you know how good your customer service metrics are . . . have you measured them? How well do your teams perform when it comes to customer care – keeping them happy, dealing with complaints, upselling, cross-selling, responding quickly to their enquiries? Are your employees pulling their weight and helping to retain your precious customers? Rafferty Gifford shows how you can track their performance.

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Best practice Data Driven Channels Europe Global UK

Rogue, fake or honest, genuine? Aiming to restore faith in the customer review

customer review

Consumers use reviews, reports and ratings to make informed and accurate purchase choices; retailers use them as customer feedback – to learn to understand their audience better. But can reviews be trusted or are they fakes? A new standard has been introduced, aiming to put trust back into the online customer review. Matt West tells how it will benefit the industry.

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Data Driven Channels Global Partner Content

Revealed! The 7 secrets of the optimal customer experience are . . .

optimal customer experience

We live in an era when commercial success depends on a strong customer experience and high customer engagement throughout their user journey.optimal customer experience And the best way to understand why customers engage with your business, why they convert at checkout or even why they leave your site is, simply, to ask them!

Your customers are more than numbers, accounts, carts or cookies – don’t forget that they are people! While technology helps you better understand what they are doing, actually reaching out and creating one-to-one relationships with those people breaks down barriers and delights your customers. So, find out how to deliver the optimal customer experience!

This paper is based on seven years of experience, hundreds of successful implementations and millions of customer interactions. Download it now! Your GMA has partnered with Demand Exchange and Medallia to discover how to:

  • Add context to your analytics and increase conversion.
  • Collect feedback across each touchpoint to understand roadblocks that prevent your sales completion.
  • Use different feedback forms for different interactions.
  • Expedite responses to feedback from your most valuable customers, to keep them engaged and moving towards conversion.
  • Use feedback to boost your social media.
  • Ask the right questions to learn why your customers aren’t checking out.
  • Look for both quick wins and long-term big opportunities.