Don’t Assume Employees are Happy, Be Sure With Employee Engagement Surveys

Employee Engagement

Imagine you are at a busy restaurant for lunch when you overhear employees at the next table talking about how much they love their job at ABC Company. The other individuals at the table are all asking about how they too can get a job there as they want to work somewhere they know their ideas and experience can help grow the business and take it to the next level. Does this make you wonder what your employees say about your company when in public? Are they happy working for you? Do they promote a success story and fuel growth? Of greater concern, do they let their unhappiness be loudly heard so others leave with a negative impression and end up not wanting to work for your company? Continue reading

And The Survey Says…Actionable Insights from Customer Surveys Really Matter

Customer satisfaction online survey form

Customer surveys… we’ve all taken one ourselves at one point or perhaps administered one. But it’s what a company does with the results  that really matter. There are plenty of naysayers out there who will downplay surveys, but stick with us and we will show you why surveys and their results still matter, and more importantly, how your company can gain actionable insights from customer surveys. Continue reading

How To Do More With Less: How Small Businesses Compete With Larger Corporations

Actionable Insights

Larger corporations can often overshadow small businesses because they have the larger budget and the larger work force. If you’re running a small business, don’t settle and let this be your story. By focusing on  what matters, customer and employee experience, your small business will be able to standout against the big dogs in the industry. Your small business can do more with less and compete with larger corporations by focusing on the basics and fundamental building blocks of your success.

Engaged Employees –  Employee engagement has a direct correlation to ROI. When employees are engaged they feel that their personal values and motives correlate to those of the business. Engaged employees are those who are motivated by the success of the business and take ownership over their role. Engaged employees are not only your workforce but they’re the first advocates your customers have contact with.

Authentic Interactions – Consumers will always value a business that puts authentic interactions at their forefront. When customers contact your call center they will become loyal to your brand the moment they hear a human on the other end. According to an American Express survey, roughly 67% of customers have hung up the phone out of frustration because they could not speak to a real person. Be the small business that wins 67% more business because you’re providing customers with stress free service.

Consistency – Anytime customers interact with your business and brand, provide them with a consistent experience that keeps them coming back for more. This happens when every employee is focused on the same goal and mission. Train and educate employees to be consistent when providing tech support, sales pitches and customer service. When customers can depend on your business to provide them with a positive experience every time, you have the chance  to standout against the larger corporations.

Social Media – Social media is the perfect avenue to create strong relationships with your customers and turn them into brand advocates. Create relatable, useful and unique content that will attract consumers to your brand. Anyone who takes the time and effort to create a concise social media strategy has the ability to make an impact, no matter the budget.

Actionable Insights – Actionable insights often tell you what customers are struggling with, and the solution to the problem is typically not far down the line. Partnering with a competitive customer survey company is the best way to ensure you’re asking customers the right questions so you can provide them with the solution their looking for. Direct Opinions is a competitive intelligence company that can provide you with the actionable insights a small business can thrive on.

For 4 more ways to improve your small business, check out another blog from the Direction Opinions team.



The Importance of Improving Your Net Promoter Program

Net Promoter Score

Every company knows the value of customer loyalty whether you’re selling insurance or toothpaste –  it’s important to have customers who are promoters of your brand. The Net Promoter Score, or NPS®, is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors, all based on the one ultimate question: “How likely is it that you would recommend [your company] to a friend or colleague?” Companies that experience long-term profitable growth and success have Net Promoter Scores (NPS) two times higher than the average company. Here are some ideas to improve your Net Promoter Score which in turn will improve customer loyalty and revenue. Continue reading

4 Ways to Improve Your Business and Compete With Large Corporations

Market intelligence program

If you’re running a small business, it can be extremely difficult to compete with larger companies. Because you don’t have as gigantic a budget as these larger organizations, you’ll have to find other ways to stand out and succeed as a business rather than just throwing millions into advertising budgets and product development.
The best way for your company to stand out against these multi-million dollar organizations? Focus on the most fundamental aspect of your business: the customer experience. If you’re trying to get back to basics, here are a few ways to help improve the way your company treats its customers: Continue reading

2 Great and 2 Not So Great Customer Experience Stories

Customer experience

The customer experience is perhaps the single most important aspect of running a successful company. In fact, almost 90% of U.S. consumers admit that they would pay more money to ensure a superior customer experience. If you want help improving your organization’s customer service, consider working with a third party who specializes in this area. Here are a few excellent examples of today’s businesses offering wonderful customer experiences services and a few that could use a little help. Continue reading

Never Underestimate the Importance of Customer Loyalty in Your Branding

Customer Loyalty

Coming up with a brand for your company is something that takes time, thought, and a lot of trial and error. Many companies that have achieved massive brand loyalty are companies that have achieved deep customer loyalty and have been around a very long time… customers have grown to trust and appreciate them. This doesn’t mean, however, that your company has to have been around thirty plus years to have brand awareness that attracts clientele. Continue reading

Employee Engagement Research: DIY or Get Help?

Employee Engagement Research

There are many reasons companies choose to outsource certain projects, but there isn’t much agreement on whether outsourcing is appropriate for each given circumstance. It depends on their individual company, with their own unique list of pros and cons. Some arguments supporting outsourcing include cost savings, better expertise, and freeing up capabilities internally to focus on more important tasks¹. Restructuring, rapid growth or decline, downsizing, increased competition, and globalization are also reasons for outsourcing². The decision to outsource a project needs to be made at the individual company level. Continue reading

Telephone Surveys Have Stabilized

Business person with blank paper and cup of fresh coffee in front of him about to make a phone call in a customer support and telemarketing concept.
** Note: Shallow depth of field

A new study from Pew Research Center suggests that, after decades of consistent decline, U.S. telephone survey response rates have plateaued over the past four years. And despite the overall decrease, the fact that response rates have stabilized show that telephone polls still provide accurate data on a wide range of social, demographic and political variables and are worth your time.  When you are calling to gain customer input, it is a very different experience than when organizations are calling to make a sale.  Customers typically want to share their thoughts about their experiences with organizations and so they appreciate the personal touch of a phone call.

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