Seven Tools for Customer Feedback

Customer feedback is critical for customer satisfaction and hence customer retention. Depending on which study you believe, and what industry you’re in, acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing customer. There are many tools now that help you add customer feedback into your business processes. Here is a quick comparison of seven of the best customer feedback tools, most of which are suited for medium to large businesses. They will be compared and differentiated against a common set of attributes. Reputada Reputada is a micro-feedback platform to collect immediate feedback …

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Feedback—Collecting the “Why” without burdening your customer

Everything seemed to be going great on the project.  You hit your milestones and even came in under your projected budget.  You made the delivery on time.  And yet, after receiving the final payment, you never heard from the customer again.  Why?  What happened?  What expectations went unmet? Frequently, businesses will use surveys to get feedback from customers after the conclusion of an engagement.  But surveys are frequently lengthy and can be burdensome to respond to.  Getting a good response rate is difficult.  Event if the customer does respond to your survey, it happens after the fact.  The customer’s recollection …

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Consistent customer feedback. Why is it important?

Many B2B Service Companies Use Ad Hoc Feedback How do you know how things are going with a specific customer? What do you or your team use as evidence? Is it based on: Discussions you have had with the customer over the course of time? Survey results you have sent them at the end of a project? A phone call you have made to ask them explicitly for feedback? Discussions you have had with your sales team? Work order renewals? Phone calls or emails you have received from the customer about a complaint? Or, is it some combination of the …

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How to reward employees who provide the best customer service

So you are once again faced with the perennial problem of rewarding employees according to the quality of service they provide your customers. That is important, because their service to your customer sets the perception of quality and value of your company in the eyes of your customer. Reputada can help generate comparisons of employee quality of service to your customers, as shown in the table below.  You can then reward employees based on these numbers. How does Reputada create this data? Reputada excels in obtaining customer feedback. Reputada has several methods of getting feedback. You can request feedback about …

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Customer Churn Management

Everybody knows about customer churn as a concept.  But, knowing how to manage it will make a huge difference to your bottom line. According to one study, 96% percent of customers won’t complain, and 91% will simply choose to do business with someone else.  Customers buy a product or service to get a clear business benefit. To ensure happiness, make sure they are getting the ongoing business benefits they expected to achieve.  To do this – you need to collect feedback throughout the customer lifecycle. Managed services relationships last for years so monitoring the customer condition over the longhaul is …

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The Seven Business Behaviors and the Presidential Candidates

There are many ways of looking at a presidential candidate. You could evaluate their foreign policies. Or, determine which would be best for the economy. Or, judge which is best for business. Or, gauge which is the best leader. And so on. Our Reputada (Rep-u-tada) venture has developed a criteria for evaluating Business-to-business service companies. Through industrial psychology studies and cataloging the concepts the S&P 500 uses to market their services and hire employees, we’ve boiled it down to seven behaviors. So, can we treat presidential candidates as B2B service vendors? Well, no, we hope you don’t use that as your only criteria! …

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