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Category Archives: Customer Satisfaction
Keeping Tabs on Unsupervised Management Part 1
Like any customers, gauging their satisfaction is important. Property owners, not managers, should do this regularly, to ensure that the apartment complex’s needs are being met, the manager is doing their job professionally, etc. The worse an apartment complex is, the more bad press it will receive and the more tenants it will lose. Read more…
Is It True That Customers Cost More To Attract Than to Retain? Part 1
One of the most common beliefs in modern marketing – and one that we often echo on this site, for reasons we’ll get to shortly – are that customer acquisition (through marketing, sales, finding leads, and more) costs more than customer retention. It’s a belief that’s existed for years, and one that, when looked at with a skeptics eye, may not actually be true. Read more…
5 Myths About Customer Retention
Customer retention is an underrated aspect of maintaining a successful business. All companies understand that losing a customer is bad for business, but not every company realizes that a returning customer is 2 to 5 times as valuable as a new customer. If you want to maintain your business, you need your customers to keep coming back. Read more…
How Eye Tracking is Used in Market Research Part 1
Companies are always looking for new methods of market research in order to give themselves an edge over their competition. Surveys are always going to be a viable tool, but there are still other forms of market research and analysis that companies can use to understand the marketplace. Read more…
Benefits and Weaknesses of Mouse Tracking for Website Design Usability Testing Part 3
Mouse tracking absolutely has its uses, but those uses are limited. Luckily, it’s a cheap and easy tool that can be used by any business that has a website where usability is factor. You shouldn’t depend on mouse tracking for conclusions, or even necessarily to draw business decisions, but if you know how to use the data it isn’t a bad choice. Read more…
Benefits and Weaknesses of Mouse Tracking for Website Design Usability Testing Part 2
If your only goal is to understand mouse movements, mouse tracking has few weaknesses. But that’s not the primary goal of mouse tracking. Mouse tracking is usually meant to be a form of customer satisfaction research or market research – viewing how people interact with your site with their mouse and learning what you can change to improve clicks, hits, optimization, branding, and more. Read more…
Benefits and Weaknesses of Mouse Tracking for Website Design Usability Testing Part 1
Website usability is becoming a more and more important part of customer satisfaction. Regardless of whether or not your business is primarily online, your customers (and potential customers) likely interact with your website often, and that makes it important for you to develop a website that not only suits their needs, but also sells them on your products and services. Read more…
Boring Topics and Questions: Are They Affecting Your Data Collection?
There is no real right or wrong answer. Don’t forget that you have the option of inserting boring questions into shorter, more exciting surveys, and you can always run smaller studies to support boring decisions while saving the larger studies for the more exciting surveys. But really, it largely depends on your company’s own preferences and how you’re going to work with the data. Either way, our company’s platform will always be available. Read more…
Are You Getting Feedback When You Need It Part 4 – Follow Up of The Follow Up
This is a much better method of collecting data and treating the customer with respect than the one that PayPal originally implemented. It immediately asks for feedback, and it directs the customer to the appropriate links if they did not feel their question was answered, so that they can get help from other avenues. This is the way PayPal should have run their customer service, so kudos to Elance for doing it well. Read more…
Are You Getting Feedback When You Need It Part 3 – Follow Up Part 3
Data collection is extremely important, but PayPal missed out on numerous opportunities to provide better customer service throughout the process. Other businesses need to remember that opportunities to boost customer satisfaction and learn more about your business are everywhere, and it behooves your company to take advantage of them. Otherwise you may leave a customer feeling used and dissatisfied, without learning anything that will help your company thrive. Read more…
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