Many of the people within companies who are sending out surveys are people who are not email marketing experts. Here are some common mistakes to avoid to watch your response rates climb.
Industry Spotlight: Improving Patient Satisfaction Scores and Employee Engagement in a Hospital Environment
When it comes to customer and employee engagement, very few environments require the same level of engagement as that of a hospital, which is in the business of taking care of people. In this environment, where patients are in pain, worried, stressed and/or in need of care and compassion, the most important thing they need in addition to medical care is a sympathetic and engaged care giver. So, to be effective, hospitals must have engaged employees, as their reputation and revenues - and their ability to mitigate risk - depend on it.
I got a very complimentary email from a customer not too long ago thanking both myself and my team for... View Article
Read this article to learn more about some of the time-tested things you can do to increase your customers' and employees' engagement.
Most companies collect some sort of customer or employee feedback data. But once they collect this data they often ask: What do I do with the data now that I have it? How can we make the best use of it?
The focus of our products and services is on helping companies to improve their customer and employee feedback initiatives. As we have worked with our customers, we have identified five things that make them successful. Below is a recap of the first four best practices: They collect more feedback. They are willing to quantify engagement. They look beyond the tools and technology that help them to better understand engagement levels. They focus on the benefits of engagement to the company.
Last month we wrote about the role of management in employee engagement and just how important it is to cultivating happier employees. We emphasized the importance of finding good people to manage who will help influence positive employee engagement, which will ultimately lead to direct, positive impacts on customers. This month's article will focus on the five steps to predictive analytics. To tap into the power of analytics, companies should begin with leading indicators and business outcomes and end with the voice of the customer.
As we have worked with organizations to help them improve their customer and employee feedback initiatives, we have identified five most common things that make them successful. Developing an effective customer engagement program will take some investment in terms of time, energy and resources. The benefits of the program far outweigh these investments as we have learned from our research on the economics of engagement.
Allegiance has worked with thousands of companies helping them to deploy customer and employee feedback systems. As we have worked with these various successful entities, we have identified five common things that each of them do as it relates to engagement. First, they collect more feedback from more customer interaction points, and second they work to quantify engagement. You have to be able to understand and know what to do with the information you collect. Once you recognize how employees and customers are feeling about your business; once you start to observe trends, whether in a particular employee, branch, policy, manager, etc.; then you also need to know how to take action and implement change.
This is part two of a five part series on customer engagement best practices. Allegiance has worked with thousands of companies helping them to deploy customer and employee feedback systems. As we have worked with these various successful entities, we have identified five common things that each of them do as it relates to engagement. It is important to be able to quantify engagement for a number of reasons. Most importantly is by understanding where you stand with your customers—i.e. how many are engaged, disengaged or on the fence.
As we have worked with these companies that span size and industry, we have identified five common things among successful companies as it relates to engagement. Over the course of the next five issues of the Allegiance newsletter, we will reveal what these five common things are and provide some insight into why they are so important to business today. Companies have replaced their paper-based or other traditional feedback mechanisms with automated, online solutions from Allegiance. Now, customers and employees have a convenient and confidential solution for submitting their feedback, and these companies are able to better manage, measure and quickly act upon the feedback they receive.
The average marketing manager should be able to put together a good survey. However, somehow this is not happening as often as one would expect. This article offers insights on how to make this process easier.
Customer loyalty is built on customer relations. The front desk clerk, the counter clerk or even the security guards can... View Article
If your company would like to know the needs and desires of its customers, then conducting a customer survey is one of the best tools to use. Here are 3 areas of customer survey which are all essential for your company to know.
Keeping tabs on customer information is an important piece of your company's operations. As such, Enterprise feedback management (EFM) and Customer Relationship Management (CRM) solutions are equally important to the success of your company. And this article explains why.
Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually... View Article
New distribution channels in the automotive industry and its impact on customer satisfaction surveys
The customer base in the automotive industry is changing at a faster pace than ever before. For a few years... View Article
Preparing your survey data for analysis can be a messy process. But it needn't be. In this article, Allegiance unveils a tried-and-true, five-step process for cleaning up your survey data.
Surveys are a great way to collect information about people's perceptions, opinions, thoughts, attitudes, etc. However, the trick is making sure that you're asking your questions the right way in order to get the data that you need, as well as ensuring that the people who take your survey will all interpret your survey questions the same way. To help you get started, below are 12 qualities of good survey questions to keep in mind when writing your surveys.
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This post comes from chapter 8 of MaritzCX’s new book, Customer Experience is Your Business. Download the free ebook here. When... View Article
If you’re ready to take text analytics to the next level, join us for this in-depth discussion on the advanced... View Article
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Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book... View Article
This article was originally published by Inmoment. Putting Customers and Businesses at Ease We’re getting lots of emails these days... View Article