Creating Brand Ambassadors through Recognize Alerts
The human brain is wired for empathy. As Daniel Goleman explains in his book Social Intelligence, mirror neurons allow us to feel what the people around us are feeling. FMRI studies have shown that when we perceive emotions in others, our brains light up like theirs. For example, when you see a facial expression of disgust, the area of your brain that registers disgust is…
Enterprise Feedback Management Dashboard Tools to Improve Efficiency
In Outliers, Malcom Gladwell argues that Christopher Langan, “the smartest man in the world,” never earned a college degree because he didn’t have the social skills needed to fully realize his potential. Gladwell writes that Langan has mountains of knowledge but a limited ability to apply it. Too often, customer satisfaction software solutions face a similar dilemma: they generate plenty of customer data but provide…
The Importance of Customer Satisfaction and Customer Engagement in Business Outcomes
Henry Ford famously said, “The customer pays the wages.” Translation: customers’ experiences ultimately determine whether or not a company stays in business. What Ford didn’t have any clever quips about was how to systematically quantify and improve the customer experience. Which customer feedback metrics should companies track to boost profits? Customer loyalty is one quality business leaders have long valued, as it is much more…