Customer Trust Online

How do you build a relationship of trust with your customers? It’s easiest when you can connect with them in person – you can read their expressions as you interact and more easily understand their needs and their perspective. Even in phone conversations, the customer’s tone of voice can help you ascertain their feelings….

Missed it? You can still access our webinar, “Understanding Consumer Behavior for Online Purchases,” and find out from a stellar panel about factors affecting the online buying behavior of customers and ways to maximise e-satisfaction for an online business.

Your customers are the lifeblood of your e-commerce business. So, it’s important for online retailers to understand the customers’…

Turn Detractors into Promoters
Whew! What a day! Due to the popularity of our webinars, QuestionPro for the first time hosted two webinars. We wanted to show love to our European and Asian colleagues. We hope you enjoyed it and learned how to turn detractors into promoters.
Our experts for this webinar were Mark Salsberry and Joel Aach.

Critical Mechanics of Detractor Recovery
In my last blog post about Detractor Recovery, I wrote about mechanics of detractor recovery and the idea of managing your customer experience by following up with your dissatisfied customers. At QuestionPro, we call this process Detractor Recovery. Detractors, in the language of the Net Promoter System (NPS), are customers who are unlikely to recommend your company to a friend or colleague.

Airline Customer Experience
There’s no doubt that the airline industry is big business. Flyers spend about $750B annually to move around by this efficient mode of transportation. Yes, that’s ¾ of a trillion dollars and it’s spread out over more than 3 billion passenger journeys. Beyond these staggering numbers, the industry has faced some key consolidations (United &

Mapping Customer Experience: Know Your Customer Intimately

It always amazes me how our clients at QuestionPro put themselves into the shoes of their customers. Yes, these are the determined ones who are charged with helping their organization really understand their customers and they take their role quite seriously. Oftentimes, these forward-thinking clients adopt the idea of customer intimacy, which is defined as “moving beyond independent transactions to deep, long-term customer relationships, by better understanding, anticipating, and fulfilling both stated and latent customer needs.” This deep level of customer understanding can only be achieved by a comprehensive mapping customer experience.