The Employee Engagement Blog

The Employee Engagement Blog

How to Gather Customer Testimonials

Posted by Stephen Spiegel on Dec 4, 2019 10:15:00 AM

Testimonials aren’t reviews

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Topics: Customer Service, customer feedback, surveys, customer retention, customer satisfaction, convey value to a customer, Customer Care, Customer experience, customer focus, testimonials, customer testimonials

Get More Feedback: Don’t Bore Your Customers with Long Surveys

Posted by Stephen Spiegel on Nov 6, 2019 9:44:28 AM

It’s not always as simple as asking for feedback

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Topics: Customer Service, customer feedback, surveys, customer retention, customer satisfaction, measurement, Customer Care, Customer experience, customer focus

What Is a Quality Review and How Do You Get More

Posted by Stephen Spiegel on Oct 23, 2019 10:15:00 AM

By now you should have thousands of reviews, right?

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Topics: Customer Service, customer feedback, customer satisfaction, measurement, Establishing value, Customer experience, customer focus, Net Promoter Score

Make Your Customer Feedback Campaign Effective

Posted by Stephen Spiegel on Oct 9, 2019 2:15:41 PM

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Topics: Customer Service, customer feedback, surveys, customer satisfaction, measurement, Customer Care, Customer experience, customer focus

Customer Service or Customer Care: What’s the Difference?

Posted by Stephen Spiegel on Oct 2, 2018 9:00:00 AM

Customer service has an inward flow. Customer care flows outward. You need to know who should practice each, and how both contribute to the overall customer experience.

You wouldn’t be reading this if you didn’t have competitors that are snatching up prospects and customers. You do – and they can match you on price, as well as quality. How, then, do you differentiate yourself?

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Topics: Customer Service, Customer Care, Customer experience

The Future of Customer Service Technology

Posted by Stephen Spiegel on Jul 4, 2018 8:34:00 AM


An insider look at some exciting tech tools for customer service 

Providing customers with the attention they demand—and deserve—means not only being available but also being patient enough to address their concerns respectfully. 

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Topics: Customer Service, customer satisfaction, measurement

Should You Use Social Media to Solicit Customer Feedback?

Posted by Stephen Spiegel on Nov 8, 2017 9:00:00 AM

The pros and cons of social media to get customer opinions

Social media is a popular way for companies to engage with customers one-on-one. Many companies use their social media platforms as a way to solicit feedback and learn what “fans” are thinking so they can address potential problems. On the flip side, more and more customers are choosing social media as the preferred method for reaching companies when they have an issue. In fact, a Conversocial study found that 43% of customers now expect social media channels to be integrated with other customer service channels.

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Topics: Customer Service, customer feedback

KISSing Customers: Cognitive Overload and How It Gets in the Way of Feedback.

Posted by Stephen Spiegel on Oct 25, 2017 2:37:00 PM

If you ask your customers to think too much about the job you’re doing, they’re not going to tell you how well you’re doing it.

No question about it. We want to get feedback from our customers – but here’s the thing: they’re not always willing to tell us what they think, even when we offer them the opportunity. What’s up with that?

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Topics: crewhu features, managed service providers, Customer Service, customer feedback

Why You Should Crave Negative Customer Feedback

Posted by Stephen Spiegel on Oct 11, 2017 2:16:00 PM

Finding strength in humility.

You’ve failed – a customer is livid, ranting, and talking about going elsewhere. Convention demands a calm, non-defensive, humble exterior; after all, the customer’s always right – even when they’re wrong. Handling criticism functionally might be the most difficult aspect of conducting any type of business; it’s also the most crucial

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Topics: employee engagement, crewhu features, managed service providers, Customer Service

Connecting the Dots: Why You Should Connect With at Least 1 Customer Every Day

Posted by Stephen Spiegel on Sep 13, 2017 2:13:00 PM

They’re the ones who need to tell you how you’re doing.

How often do you talk to your customers? If your answer is, “When they call you,” it’s time to make some changes. You’re missing out on powerful opportunities to find out how your business can help them.

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Topics: crewhu features, managed service providers, Customer Service