According to a recent Forrester report (“The State of Customer Experience, 2012” published April, 2012), more than 90% of companies are making customer experience a top strategic priority, with 75% aiming to differentiate from their competitors (and industry) on the basis of customer exp... [More]

Rapport is the single most important thing to build during a meeting with a client. Without it, you run the risk of losing contact and trust. So it's important to identify how to build rapport quickly with your customers, and with integrity. But here are 5 ways that you can break rapport stone dead:... [More]

Recently my partner and I visited a new restaurant, the Rio Grande in Coral Bay, Cyprus. We had what could have easily been a uniquely bad dining experience turned around purely by great customer engagement when, at times, the customer service wouldn’t have seemed out of place in a Monty Pytho... [More]

A business is only as good as its people. Recent research by Kenexa shows that: 69% of employers believe employees are engaged, whilst only 35% of employees claim to be 81% of HR professionals think employees would recommend the organization to a friend. Only 38% actually would 71% of HR profes... [More]

SURVEY ME EXPANDS TO NEW ZEALAND DURING FIRST YEAR STARTUP Continuing on from the successful launch and growth in 2011, SurveyMe, the first ever UK-based smartphone application for customer feedback, has now launched in New Zealand. Users in the UK have grown by 331% in the last 6 months and the e... [More]

What To Measure? Measure those activities or factors, which are important to you successfully achieving your organisational or departmental goals. Key performance indicators also known as KPIs or Key Success Indicators (KSI), help an organisation or a department define and measure its progress towa... [More]

Here is an example of a customer service survey, which you can try surveying your customers with. Types of questions to use When writing customer service surveys, you can choose from the following types of questions (I've added an example for each one): Closed question (1 possible selection, ... [More]

Join the increasing number of organisations using SurveyMe to get receive and reward real-time customer feedback. There are some great companies across the world (our most recent new clients are in New Zealand!) across many industries including hospitality, finance and retail. They are all using Sur... [More]

When writing surveys, some mistakes are made that result in a greatly reduced return ratio. Please feel free to learn from these mistakes, and don’t: •    ... create extremely long surveys. If answering the survey is not in line with the reward for the customer, she will n... [More]

For me, selling is about relationships and during that process, whoever builds the strongest relationship is going to be the one who gets the sale. Why? Trust. People buy from people they like. They like people who are like themselves - and who are interested in them. They trust people who they perc... [More]