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How to be a Good Receptionist

Congratulations! You’ve hired a receptionist. It can be a little nerve-wracking having someone new come into the position, especially one as important to a company as a receptionistHiring a quality employee for a receptionist position means that you’ve hired the face of a company. You may begin to feel anxious determining if you’ve made the right choice or not. If you’re concerned that the new hire isn’t sure how to be a good receptionist and succeed in their new line of work, look no further.

How to be a good receptionist on the phone

How to be a Good Receptionist: On the Phone

One of the most important duties as a receptionist is to answer the phone correctly. This goes for both virtual receptionists as well as those who work in-office. In addition to taking messages and saying hello prior to announcing the business name, your name, and asking how you can help them, there a few things you may need to remember.

Be Enthusiastic

First and foremost, learn to love the sound of the phone ringing! It may sound like a silly ask, but remember: if the phone didn’t ring, your employer wouldn’t need to have you on staff. If you learn to love the sound of the phone, you’ll answer it with the enthusiasm that a good receptionist should have. If you’re answering the phone with a monotone voice, you’re not representing your company in the best light.

Be Prompt

How to be a good receptionist: be prompt

When you hear that phone ring, try to answer it by the second ring. Time goes by at a different rate for someone who is need of assistance. Three, four or five rings can feel like an eternity–at that point, they are already beginning to assume that their call will go unanswered.

The same goes for when you place someone on hold–try to keep that hold time under one minute. People become impatient quickly, and their mood may go sour as a result. Customers do not want to be on hold for long, and the longer that they are placed on hold, the lower their opinion of your company will be.

Consider your Tone

It’s said that during a face-to-face conversation, 55% of the communication is through body language, 38% is through tone of voice, and only 7% is from the words used. However, on the telephone, 83% of your communication is through your tone of voice. Only 17% is the words you’re using!How to be a good receptionist: Half of my problems are because of my tone of voice, everyone thinks I'm arguing while I'm actually talking

With that being the case, it’s very important to not sound monotone, which will come off like like you’re uninterested in helping them. It’s even more crucial that you don’t let outside issues put you in a mood that will have your tone sound angry. Too much is on the line for you to not sound kind as the first impression of a company.

Smile!

Yes, even (and especially!) when you are answering the phone. When you smile, it turns on a part of your brain that instantly makes you happier. That will make you sound more approachable on the phone. Some suggest that receptionists should keep a mirror on their desk to see themselves smile. That way, you’ll be constantly reminded to keep a smile on your face and a great attitude toward others.

How to be a good receptionist: smile!

Phrases to Say Frequently

  • Please
  • Thank you
  • You’re welcome
  • My pleasure
  • Good morning
  • Good afternoon
  • Have a great day
  • Have a great weekend
  • The caller’s name

How to be a Good Receptionist: At the Office

How to be a good receptionist in person

If you’re a receptionist in person, you’ll need to be aware of a few other things. For one, the person in front of you should take precedence over a ringing phone. If you’re already engaged with a customer on the phone, you should find a way to acknowledge the present guest. Smile or nod to let them know that they are important to you and you will be with them shortly.

Appearance & Professionalism

Because a receptionist is the face of a company, it is all the more important to maintain a professional appearance. Appropriate business attire, well kempt hair, and good hygiene are expected. A good receptionist does not chew gum during work hours, nor check their personal phone. They will have good posture and be sure not to slouch.

How to be a good receptionist: appearance and professionalism

Be Enthusiastic in Person

You should greet anyone who comes in the door with enthusiasm. The customer should be your priority! Don’t let anything going on in or outside of the office affect your performance and ability to be welcoming to customers. No one should know if you’re having on off day, feeling sad or angry. You also shouldn’t alert to a caller of that by speaking with a rushed voice or hurrying them on hold.

The customer should become your passion. Even if they may be wrong, it is not your job to make them aware of this. It’s your job to give them exceptional customer service and to direct them toward whom they need to speak to.

The Other E’s

According to Steve Staunting, the best receptionist knows the method of three E’s: Enunciate with enthusiasm to be Effective. Below is an example of using the three E’s with a customer:

In addition, he suggests remembering two more Es: Everytime and everything. It’s important or a good receptionist to be consistent, giving the same quality of service to whomever walks in the door. Everything is referring to a reminder to write everything down! Repeat everything that is said back to the caller to be sure that the message is clear.  It may seem like overkill, but a good receptionist can and will always know all of the information that will be asked prior to picking up the receiver for someone waiting on hold or returning a missed call. A good receptionist will also be sure to write down the time of the call.


Apply this to your small business

Finding good employees is difficult enough! If you’ve hired someone on as a receptionist, they should be able to fulfill all the above outlined expectations.

Now, give these a try:

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4 Benefits of Being a Pet Parent

MISSION, Kan.Aug. 31, 2017 /PRNewswire/ — (Family Features) Having a dog can be one of the most rewarding experiences in the world. Many pet owners even call their pets “fur babies” or say they’re a “pet parent.” While having a pet comes with responsibility and commitment, the physical and emotional benefits far outweigh the sacrifice for the whole family.

Check out these benefits of having a pet, and visit Pedigree.com or Cesar.com to learn how to fulfill your pup’s nutritional needs.

Work Out with a Buddy – If you’re looking for a workout partner to stay active with, look no further than your four-legged friend. Take your pooch for a walk or run, or play a game of fetch. You’ll get in some exercise and he can expel some extra energy. For a fun look at pups playing sports, check out these videos from Pedigree showing “pup-letes” playing soccerbasketball and diving.

Meet New Friends – Your pet isn’t the only one who can make friends at the dog park. It’s also a great opportunity to socialize with fellow dog owners in the neighborhood and make some new, Fido-friendly buddies to schedule even more doggy playdates with.

Make Mealtime Fun – Add mealtime to the list of activities to enjoy with your furry best friend. Get inspired by your pup’s gourmet meals for recipe ideas your whole family will love. With options like Cesar Home Delights dog food, you can make a grilled ribeye steak with potatoes and vegetables for your family, and your pup can enjoy a similar taste, made just for him.

Enjoy Constant Hugs and Kisses – At the end of the day, there’s nothing quite like coming home to a wagging tail and a smiling, furry face. Simply put, dogs can bring joy into their owners’ lives with unconditional love and endless hugs and snuggles.

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How to Win in Life Every Day

Do you know what it feels like to win every day?

Have you ever been so overwhelmed by the end of the day that you wonder how you even got anything done?

Most people go through life on auto-pilot without any thought as to what is happening.

Is that you?  Do you find yourself so wrapped up in a routine that you struggle to make progress on your goals?

If so, consider these tips, and start winning at life every day!

Tip#1: Win the morning.

Henry Ward Beecher once said, “The first hour is the rudder of the day – the Golden Hour.”

Be strategic in how you start your mornings.  If you wake up late, grab a cup of coffee, and race to get to work on time you have set a panicked tone for the day.

If a rudder steers a ship through its course, your first hour should help set the direction of your day.

Set several alarms if you need to wake up on time.  Get up slowly and take some time to feed yourself mentally and emotionally before starting your “work” day.

Tip#2: Celebrate the small wins.

No matter how full your day is with problem-solving, you must celebrate the small wins.

Did you wake up on time and make your bed before you left for work?  Win!

Did you finally figure out how to get that column to total correctly on your balance spreadsheet at work?  Win!

Did you stay under budget this week? Win!

There is so much that goes well during each week, so make sure to celebrate it!

Tip#3: Be fully present in each situation.

“We’re so busy watching out for what’s just ahead of us that we don’t take time to enjoy where we are.” – Bill Watterson

There is no other way to live except in the moment.

Too often we find ourselves looking ahead to the weekend, to the next month, to the next holiday, etc.  We anticipate exciting and disappointing things all the time.

Instead, let’s practice gratitude for each moment and learn to enjoy it to the fullest.  Take time to talk with your coworkers or your children.  Don’t let life’s small moments pass you by.

Don’t let life’s small moments pass you by.

Tip#4: Recap your day with highs and lows.

One strategy that has worked great for me is to invest 5-10 minutes each day to verbalize and write down my highs and lows.

When I’m tired or stressed, I tend to think that I have had a very boring or “bad” day. However, if I take the time to analyze my day, I find there are almost always more positive events that I have simply forgotten.

Even if there were some low times, I can meditate on those for a moment and see if there’s anything I can learn and grow from.

I don’t believe in coincidences, so start paying attention to everything that happens each day.

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Benefits Of Martial Arts For Kids: Mental, Social, And Physical

 

1. Improved Concentration

Some activities allow children to simply show up and go through the motions. In martial arts, this isn’t the case. One of the largest benefits of martial arts for kids is improved concentration.

Active listening and observing is a fundamental aspect of learning new moves and sequences. Children will also learn to develop quick reactionary skills in order to change directions at a moment’s notice.

2. Knowledge Of Basic Self-Defense

Peaceful conflict resolution is a pillar of martial arts. However, there are instances when self-defense may become necessary.

While we hope our children will never be in a situation that requires self-defense, it is a lifesaving skill. In a frightening scenario, basic self-defense can give your child the ability to protect themselves.

Children will also learn about stranger awareness in a way that is appropriate for their specific age range. Instructors stress the importance of being aware of your surroundings and who you are with at all times.

3. Discipline

Structure is an important component of any martial arts class. You’ll recognize that every session has a predictable format and routine. Instructors strictly enforce rules and emphasize the value of respect.

Over time, your child will learn these routines and, in the course of training, learn to be accountable for their own actions, too.

4. Coordination

The proper development of your child’s motor skills depends on coordination and balance. One of the major physical benefits of martial arts is learning how to use your body and react quickly.

Through punching, kicking, and jumping, your child will develop the coordination needed to excel in any physical activity. Many of these sequences also require fast changes in direction, which can improve balance.

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21 Practical Ways to Help the Environment

Concerned about the environment but feeling overwhelmed by all the issues out there? Feeling discouraged about how you as an individual can really make a difference? Not to worry. Here, we’ve compiled a short list of easy and practical ways that you can help the environment.

The great thing about these tips is that in most cases you really won’t have to change your lifestyle radically to have an impact on the environment. One thing we do encourage is more reliance on human power in your daily life. We hope that some of these tips will help us move one person at a time towards a society that is more responsible and less reliant on convenience.

For example, things like walking to the grocery store and using a reel mower will reduce air pollution and energy use, while also reducing the time you spend at the gym! Additionally, if you get your kids to follow your example by using human power more, you can do your part to help reduce child obesity and diabetes!

Please note that this is by no means a comprehensive list. In fact, we’re looking for help in expanding these tips with things that have worked for you that don’t appear on the list!

Have you made a simple change in your life that you feel has helped the environment? Do you know of other ways that an average person can move towards a more eco-friendly lifestyle? What are your favorite ways to help the earth? Have you used cool, eco-friendly products you’d like to recommend? Let us know! See the bottom of the page for the comment option. No spammy links please, they will be removed!

In this list are things you can implement both indoors and outdoors to help save the environment. And don’t forget, you can add to the list! Just submit a comment at the end of this page! It’s that easy to share your environmental tips with the rest of the world. Try it out!

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10 THINGS YOU CAN DO TO HELP SAVE OUR PLANET

1. USE YOUR VOICE
We are the first generation to know we’re destroying the world, and we could be the last that can do anything about it. Speaking up is one of the most powerful things you can do especially if it’s to the right people. Talk to your MP. Tell them to commit to action to protect our natural world.

Contact the brands you buy from and get them to tell you how their products are sourced. Use social media – this is one of the most effective ways to get brands to listen to you, so tell them that you want a change.

It’s not just about speaking to the people in charge. Talk to your friends, neighbours and colleagues and get them to make positive changes too. Speak up, speak to everyone, and make your voice heard.

SIGN THE STATE OF NATURE PETITION
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2. BE INFORMED
One of the best things you can do is to keep yourself informed – the more you know the better. It leaves you better equipped to have those conversations with your friends and family and the people you want to influence. Get yourself clued up on the facts, stay up to date with recent news on the state of our natural world and work out what you can do.

We have the world at our fingertips, so learn from influential people, keep up with the news and research organisations that are working to make our planet a better place.

LEARN MORE ABOUT CLIMATE CHANGE
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3. BE POLITICAL
Everyone in the UK over the age of 18 can vote for their MP. This is an opportunity to vote for someone who is representative of you and your views and will make the environment a top priority.

Being politically engaged is not limited to voting and it certainly isn’t limited by how young you are. Every year more and more young people are working together to show our political leaders that they want change.

We need to ensure we hold our politicians accountable. You can do that by contacting your local MP or attending constituency meetings where you will have an opportunity to make your voice heard. Find out who your MP is and how you can contact them.

FIGHT FOR OCEAN RECOVERY
© Discover Adventure
4. TRAVEL RESPONSIBLY
One of the most efficient ways of lowering your environmental impact is by travelling responsibly. This means, whenever you can, choosing a more sustainable way to get from A to B – walk or cycle when you can.

Transport is one of the most polluting sectors in the UK. But holidaying closer to home can make a big impact on your carbon footprint. One short haul return flight can account for 10% of your yearly carbon emissions, and long-haul flights can completely determine your carbon impact.

If you have the time you can usually get trains to European destinations to cut your carbon footprint. Get creative and try to find alternate ways to travel.

If you do choose to go abroad and are looking to see the local wildlife, keep in mind how to go about it ethically. Attractions that involve you being able to pet, hold or feed animals for money are generally a no-go. Be wary of attractions involving any unnatural interactions with animals. As a rule: observe animals from afar in their natural habitat and look to support local conservation projects.

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Psychology Behind Why People Buy Luxury Goods

For many people, buying a luxury handbag is not an uncommon purchase: perhaps just as common as buying a blouse at Target Corporation (TGT). While the appeal of luxury goods is undeniable—the leather is soft, the logo is flashy—the price tag can be off-putting. Unless you’ve got a good job with a high salary, or have developed fantastic personal savings habits, buying luxury consumer goods can be cost-prohibitive (or create a credit card balance that isn’t easy to pay off).

KEY TAKEAWAYS
Unless you’ve got a good job with a high salary, or have developed fantastic personal savings habits, buying luxury consumer goods can create an undue financial burden.
Many consumers who buy luxury goods are not in a financial position to be able to afford luxury goods; one way to explain this is that many consumers do not act rationally, or in a way that is in their best financial interest.
Because some people perceive non-luxury goods as inferior simply by virtue of them being non-luxury, they also come to the conclusion that higher priced goods are of better quality (contrary to any evidence about their actual level of quality or durability).
For some consumers, a luxury good can go a long way in increasing self-esteem or providing a sense of belonging.
A sense of accomplishment is another reason why some people buy luxury goods.
Some Consumers Do Not Act Rationally
Consumers don’t behave rationally all of the time. A perfectly rational person would always act in accordance with reason or logic; in other words, a perfectly rational person would always act in their own best interest (including in their own best financial interest).

However, numerous modern behavioral psychology studies have revealed that humans don’t always act rationally. And many consumers who buy luxury goods are not in a financial position to be able to afford luxury goods. The proof of this may be in the high rates of consumer debt that many Americans have. Depending on how you look at it, this phenomenon may be evidence that many Americans don’t always act in their best financial interest.

While a high-quality, durable handbag can be purchased for around $100, some people opt instead to spend thousands of dollars on a luxury-brand handbag that performs the same function and is of the same relative quality.

Are Higher-Priced Goods Really of Higher Quality?
One possible explanation for this is the human tendency to overemphasize the positive elements of a product and ignore its disadvantages. For example, in the case of Apple Inc. (AAPL), consumers wait overnight for new releases of iPhones, iPads, and Mac computers. This despite the fact that Apple products are not technologically unique or superior.

In fact, Samsung makes phones with better features (compared to most models of the iPhone), and Microsoft Corporation (MSFT) and Xiaomi make phones that typically have a cheaper price point. Nevertheless, Apple experiences a high degree of brand loyalty and seems to break sales records year after year.

Because some people perceive non-luxury goods as inferior simply by virtue of them being non-luxury (and not on the basis of their characteristics or qualities), they also come to the irrational conclusion that higher priced goods are of better quality. Contrary to the evidence, they may believe that you get what you pay for, regardless of whether the goods are actually better than their more affordable counterparts.

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How To Teach Soccer To Beginners

Soccer is a great game for boys and girls of all ages, physical ability and fitness level to get involved in. Learning the basic skills of the game is quite easy and within a few short training sessions your child can start to really improve and become a valuable team member. Also, it’s now the most popular sport for children in Australia, with local clubs and school teams in every suburb, so your child will have lots of friends to play with once they learn the basic skills. So, what are these basic skills? In this article, I will teach you some of the basics, along with some simple tips and drills you can practice at home, or in the park, to help with your child’s development.

Dribbling

Dribbling is the most important skill in soccer. In essence dribbling is the ability to control and manipulate the ball with your feet as you move up and down the field. This is a crucial part of the game that every player needs to master. The better your dribbling skills the better you will be able to…

  • Set up for accurate passes and shots in goal
  • Get around opposition players
  • Maintain possession when an opponent attempts to tackle you
  • Move the ball quickly from defence to an attacking position

There are many different techniques and tricks when it comes to dribbling. However, to start we will focus on the fundamentals. summer-sports-camps

6 Tips for Effective Dribbling

  1. Aim to make lots of small, gentle touches with the ball, avoid heavy touches.
  2. Keep the ball close to your feet to maintain control and protect it from defenders.
  3. When moving the ball quickly up the field use the leading edge of same foot to touch the ball gently and keep it close as you get into a gallop, avoid alternating feet when galloping.
  4. Watch the ball using your lower peripheral vision so you can keep awareness of what is happening in front of you or further up the field.
  5. Alternate your dribbling speed as you move up the field to keep defenders off balance.
  6. Use your body to defend the ball by keeping it between the ball and the defender. Using your arms, legs and shoulders as a sort of shield will stop the defender from touching the ball.

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8 Simple Ways To Live A More Eco-Friendly Lifestyle

While we all have a carbon footprint, you can try to make yours as small as possible. It isn’t always easy to do, but you can be proud of the efforts you’ve made to be just a little more eco-friendly.

Below is a list of simple eco-friendly adjustments you can make in your daily life, any of which can support the environment and your green lifestyle. So read through the list, see how many you already do, and pick up a few new ideas to add to your repertoire. The more  of these you use, the greater the impact you’ll have on the environment and the happier you’ll be.

8 Simple Ways To Live A More Eco-Friendly Lifestyle

While we all have a carbon footprint, you can try to make yours as small as possible. It isn’t always easy to do, but you can be proud of the efforts you’ve made to be just a little more eco-friendly.

Below is a list of simple eco-friendly adjustments you can make in your daily life, any of which can support the environment and your green lifestyle. So read through the list, see how many you already do, and pick up a few new ideas to add to your repertoire. The more  of these you use, the greater the impact you’ll have on the environment and the happier you’ll be.

8 Simple Ways to Live a More Eco-Friendly Lifestyle | Direct Energy Blog

1. Cut water use whenever possible. You probably use more water during your morning routine than any other time of day, but there are ways you can conserve. Opt for a shower that morning instead of a bath the night before. Shower at a colder temperature to reduce your water heater usage. Finally, don’t forget to turn the water off when brushing your teeth or shaving and use the lights only when you absolutely must.

2. That cup of joe. You can also make your morning cup of coffee much more eco-friendly without having to sacrifice it. Look for coffee blends that are organic and/or naturally harvested and try to take your coffee in a recyclable or reusable cup. Next, forget the coffee stirrer. Every year Americans throw away 138 billion straws and coffee stirrers according to 50 Ways to Help. Add your milk and sugar to your cup before the coffee and it will stir itself, no stirrer needed.

3. Eco fashion friendly. They say the clothes make the (wo)man and your clothes are an excellent opportunity to showcase your green lifestyle. Avoid jumping on every new fashion trend that comes out and look for garments made from organic materials instead. If your shirt or pants rip, reach for the needle and thread instead of throwing them away. A quick patch job can save you money and protect the environment as well.

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How to Define Customer Satisfaction and Measure it

Defining customer satisfaction is not easy. On the surface, you think you know what it means to have a satisfied customer. However, if you dig a little deeper, it would be difficult to say, emphatically, what makes them satisfied.

Think about gyms. They may assume that if someone doesn’t cancel their membership that they’re satisfied, but we know that’s not the case. There’s an entire episode of Friends dedicated to that very conundrum⁠—canceling a gym membership is a very big ordeal.

The only way to really have an exact answer is to measure Customer Satisfaction Score (CSAT). Before you can do that, it’ll probably serve you well to define the customer satisfaction metric. In this article, we talk about just that: how you can define Customer Satisfaction Score (CSAT) and the methods to measure it.

Definition of customer satisfaction

As we mentioned above, it seems like it should be really simple to define what customer satisfaction is. Really, customer satisfaction is a reflection of how a customer feels about your company. It’s the comparison between customer expectations and the type of experience they actually receive from your brand.  Is there customer loyalty or not in your customer base?

Customer satisfaction goes hand in hand with great customer experience. In fact, satisfaction goes a long way⁠—just a 10% increase in a company’s CSAT score leads to a 12% increase in trust from customers. If your customer satisfaction efforts don’t meet customer expectations, then you’re bound to see a lot of churns.

However, this metric could be influenced by a number of things. If they think your price is fair for the service you offer, they may say they’re satisfied. Or, perhaps they like the way they were treated when interacting with an employee of your company, so they’re satisfied.

That’s where it can get tricky when you try to define customer satisfaction.

What aspect of your business are you referring to when you’re measuring? It’s very possible someone could be satisfied with the product, but not the service.

Does that automatically mean they’re not satisfied as a whole? It’s tough to say.

Defining what customer satisfaction is for your company can help reduce some of that confusion.

Measuring your Customer Satisfaction Score (CSAT)

This is where tools like a customer satisfaction survey (CSAT) come into play. They are a way you can measure whether you have satisfied customers or not. It’s very popular because it’s easy to send, and easy to interpret the responses, since it’s only a one question survey.

If you’re not familiar, CSAT is a metric used to measure the degree to which a customer is happy with a product, service, or experience.

Customer Satisfaction Score (CSAT) is assessed by asking customers: “How would you rate your overall satisfaction” with your company and its products, services, and interactions.

A five-point scale is most commonly used, with options very unsatisfiedunsatisfiedneutralsatisfied, and very satisfied. Translate each response into a number from 1 to 5, and your CSAT score can be easily calculated.

There are two ways companies can calculate CSAT: an average of 1-5 or by focusing in on the 4-5 responses.

GetFeedback recommends using this formula: (Number of  4 and 5 responses) / (Number of total responses) x 100 = % of satisfied customers.

While you can use CSAT as an average, that isn’t as useful as calculating the percentage of those customers who consider themselves satisfied. If you stop and think about it, that makes sense—the metric is looking at the percentage of happy customers specifically.

Some organizations use a seven-point scale for more precision, while others prefer a three-point scale for simplicity to help improve response rates.

The final score is typically represented as a percentage of the maximum. With a five-point scale, for example, a CSAT rating of 80% means that the majority of customers are giving a satisfied rating (4 out of 5).

Along with CSAT surveys, there are also a few other types of customer loyalty surveys you can use to measure customer sentiment. The two most common surveys beside CSAT are NPS (Net Promoter Score) and CES (Customer Effort Score).

For more on these surveys, see our free customer loyalty metrics guide.

Each survey has its uses and places it performs the best. That said, only a CSAT is explicitly interested in measuring satisfaction. With that in mind, it’s probably the best option to use.

Distributing customer satisfaction surveys

So, now that you’re aware of the different options you can use to measure customer satisfaction you may be interested in some strategies for distributing your CSAT survey. After all, a survey is only useful if it gets responses.

  1. Follow-up quickly (but not too quickly): Have you noticed that when you talk to a representative on the phone they want you to take a survey right away? That’s because it’s when the interaction will be freshest in your memory. However, if it’s for a product or service, it would be wise to wait a bit so the customer can get some experience using the product.

  2. Be specific: f you’ve ever worked in support you’re no stranger to seeing a negative score on a CSAT response and feeling your heart drop when you see it’s related to you. You hesitantly look at the response only to find that their issue was with a feature you’re missing and not the service you provided. In order for data to be useful, you need to be explicit when asking for feedback. Make sure the language of the survey isn’t ambiguous so you know the score is relevant. You need specifics if you’re going to improve your CSAT score.

  3. Implement the feedback: The best currency you have with customers is if you can prove their voice matters. We all get a ton of surveys and it’s pretty common not to answer because we don’t think the company actually cares about our opinion. There are a few ways to show that’s not the case, but the best solution is to make changes based on the feedback you get. Once customers realize their voices are being heard, they’ll be more likely to share.

Just like defining customer satisfaction, measuring it also has its own nuances. Practice and iterating on the process will help you improve and optimize for the future.

So, if it doesn’t go exactly as planned right away, don’t be discouraged. There’s always room for improvement.

Where to deploy a customer satisfaction survey in the customer journey

The Customer Satisfaction Score (CSAT) customer loyalty metric is both a relationship metric and a touchpoint metric.

It’s a relationship metric in the sense that the customer satisfaction survey can be used to evaluate the overall customer relationship/customer satisfaction and end-to-end experience.

And as a touchpoint metric, it can be used to capture feedback after individual customer interaction with different points of the customer journey.

For instance, you should use a customer satisfaction survey to measure the experience during the beginning of the customer journey, which includes the discovery and exploration stage. Here your customer is deep into the research phase, trying to learn about your brand and comparing it with others like it. So, for example, you could ask how satisfied they were with the ability to find answers to their questions on your product page.

The customer satisfaction survey is also great for evaluating the overall experience during the purchasing stage, especially for B2B companies.

As well as for measuring the performance and quality of a product or service and the satisfaction of a complex support need.