Category Archives: Customer Experience

Net Promoter Score – Your Word of Mouth Index

Most businesses track their online reviews religiously yet they have no metric to assess an even more important marketing tool; word of mouth. Despite its significance, many small businesses either weren’t aware or found it too difficult to measure this important growth metric. It’s Not Dificult, Enter Net Promoter Score Net Promoter Score (NPS), familiar to most Fortune 500 companies, is just such […]

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8 Steps for Dealing with Customer Complaints

In June, Mike Blumenthal takes a deep look at customer complaints with a series of articles.  View all of the posts covering strategy, ideas, customer insight, survey data and more to improve how your business handles customer complaints. Planning for the inevitable will make you a better business.  Complaints from your customer are inevitable and are […]

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SURVEY: How Quickly Should A Business Respond to a Complaint?

In June, Mike Blumenthal takes a deep look at customer complaints with a series of articles.  View all of the posts covering strategy, ideas, customer insight, survey data and more to improve how your business handles customer complaints. A critical element in resolving complaints is demonstrating your willingness to solve the problem by responding quickly. But consumers […]

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SURVEY: Are We As Good As We Think We Are?

In June, Mike Blumenthal takes a deep look at customer complaints with a series of articles.  View all of the posts covering strategy, ideas, customer insight, survey data and more to improve how your business handles customer complaints. We all think we are doing a great job running our businesses. But are we doing as well […]

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SURVEY: What Happens When Things Go South? You Lose More Customers Than You Ever Know

In June, Mike Blumenthal takes a deep look at customer complaints with a series of articles.  View all of the posts covering strategy, ideas, customer insight, survey data and more to improve how your business handles customer complaints. What happens when customers experience problems dealing with your company and when things go wrong? What customer behaviors can you expect […]

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Survey: 8 Things That Really Cause Consumers to Complain

In June, Mike Blumenthal takes a deep look at customer complaints with a series of articles.  View all of the posts covering strategy, ideas, customer insight, survey data and more to improve how your business handles customer complaints. In an effort to understand how a business can better minimize the negative impact of consumer complaints and […]

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5 Good Things About Customer Complaints

In June, Mike Blumenthal takes a deep look at customer complaints with a series of articles.  View all of the posts covering strategy, ideas, customer insight, survey data and more to improve how your business handles customer complaints. You love your business. It might even feel like your “baby”. So when a complaint comes in from […]

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Review Sprinkles And Your Customer Feedback Cake

I watch my kids pick out donuts, cupcakes and cake, it’s all about the sprinkles.  I talk with marketers, managers and small business owners about our customer feedback platform, it’s all about the reviews.  While online reviews and sprinkles are exciting, attract eyes and help sell the product, don’t miss the all the great layers […]

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