The telephone company solved John’s complaint within 24 hours. Hence, he was more than happy to respond to a follow up customer survey. Question 1: How would you rate your overall customer service interaction? { John gives a five star!} Question 2: What attributes did you like the most about our customer service representative? (minimum...

Imagine there is a customer browsing your product page for a while. The customer explores the product images, scans through the features, checks the pricing, and hits the ‘Buy now’ button.  After encountering multiple slow-loading pages, the customer leaves without making the purchase. There are millions of customers who lose their faith in a brand...

Your brand philosophy might have its roots in creating top-notch products or services. But can you really deliver in the long run if the service quality is ignored?  Poor service quality can cost your business, whether you are a month old startup or a decade old enterprise. “33% of Americans say they’ll consider switching companies...

Are you happy with our product? How likely will you recommend our product to your family or friend? Where can we improve? These customer survey questions are a great way to check your customer’s happiness with your products and services.  Good customer survey questions capture the real emotions of the customers that reflect the perception...

What Is a Customer Touchpoint? A touchpoint is where interaction occurs between the brand and the customer.  Turn the clock back a few decades ago, and these interactions were limited and easy to track. However, the current scenario is not that simple in terms of interactions. Marketing, PR, third-party sites, online reviews, etc. have scaled...

The COVID-19 pandemic continues to spread like wildfire, taking people’s lives, and severely impacting various economies across the globe. From the biggest MNCs to new startups, businesses are getting chills down their spine as the road ahead seems to be full of unprecedented challenges. What about your customers? You need to realize that although people...

Are you just thinking about starting your own business? Or are you already working on growing one? No matter what your perspective is, so far, you’re probably aware of how unpredictable and demanding the modern market may be. Opposite to the old-fashioned concept of commerce, modern ways of doing business (and particularly e-commerce!) go far...

An interpretation of the “80/20 Rule” given by Italian economist Vilfredo Paret stated that “80% of your company’s sales come from 20% of your customers”. This adage is long being used as an incredible tool for business growth. To increase sales and boost revenue, companies have to make efforts to identify the characteristics of the...

Can you imagine the mindset of customers who are satisfied with a business? After a negative experience, certain emotions come to the forefront, which can be-Frustration, disappointment, and disrespect.  The impact of these emotional outbursts is immediately seen on a brand’s sales and performance. Let us understand what does the word satisfaction implies for a...