Choose Wisely – There are Pretenders Out There

Surveys
The average wronged customer will tell 8 to 16 people (about 10 percent will tell more then 20 people).

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Choose Wisely – There are Pretenders Out There

Bob Kobek, Bob Kobek

Choose Wisely – There are Pretenders Out There

Robert A. Kobek, President

www.customercount.com

     Ten, yes 10, years ago our company created a seismic shift in our business universe and made the conscious decision to enter into the world of online enterprise feedback management. (You can get our definition of EFM by downloading our white paper at www.customercount.com)

     Since that time, we have faced competition from, among others:

check-mark_tiny  Email marketing and technology companies that happen to have survey because they should
check-mark_tiny  Call center technology companies that happen to have a survey because they should
check-mark_tiny  Reputation management companies that happen to have a survey because they should
check-mark_tiny  Research companies that happen to have a survey because they should
check-mark_tiny  Online rating companies that claim to have surveys but will cream you if you are “bad”
check-mark_tiny  Social and digital media companies that don’t have surveys at all but make you think their stuff is measurable.

     But there are very few true EFM companies that exist purely for the purpose of creating process improvement while creating and keeping customer engagement leading to customer loyalty.

     For example, among the most important Key Performance Indicators you can measure in a call center is the CES, Customer Effort Score. The CES is a 1-7 scale question and it measure how hard or easy it is to do business with your company. The lower the score, the more attention to process is required. But, where? Is it only a function of fixing a process inside the contact center, if so , where? Training, QA…? Or, are the other systemic processes that cause this. By measuring the CES and fixing what is broken you might actually take what is a 5 call resolution to a 2 or 3 call resolution.

     Now, imagine the money you just saved, the sustainable customer loyalty you just created and information that everyone one in your enterprise can use, from marketing to service. And, if, for example, you are in the hospitality business, not only are your process getting fixed but your online ratings will improve.

     So, remember, if it is feedback you want, make certain what you are getting is measurable and actionable data that will have a positive impact on your complete enterprise …. Your social ratings will take care of themselves.


The Customer Makes a Company

Shannon Rankin, Shannon Rankin

The Customer Makes a Company 

By Shannon Rankin, CustomerCount℠ Intern

With the landscape of customer engagement vastly changing by mobile devices, there are new challenges to face. People want information and they want it now. When people travel they want to know the best places to stay, the best places to eat, and the best ways to travel. People read reviews before committing to a product or a company because they want to know what they’re getting themselves involved in.

CustomerCount℠ helps companies tackle those challenges by creating surveys to fit their specific needs. The better you know what your customers really want, the better you can provide more relevant services and/or products. With customer engagement comes the responsibility to not just grow business but to grow relationships with your clients.

With this kind of feedback, companies can become better businesses. It’s a chance to really hone in on what their customers need. It also helps a business learn about what they’re doing right and what areas they need to improve on. Studies show that the more loyal customer is actually the one who complained and then had their problem resolved. This builds trust because it gives them a chance to see that a company cared enough to listen.

It’s more than just a one way street here at CustomerCount. Not only are we concerned about helping our clients better engage with their clients, but we are always looking for ways to ensure we also stay engaged with our own clients. After all, the customer makes a company.

 

 


CustomerCountSM CEP PACE Member Award Nominations Open February 1, 2016

Bob Kobek, Bob Kobek

To Nominate now http://pace.cccepaward.com

INDIANAPOLIS, IN January 20, 2016 – CustomerCount℠ has announced it will sponsor and present an award recognizing outstanding members of the customer engagement profession.

This award recognizes an outstanding Customer Engagement Professional (CEP) and the Professional Association of Customer Engagement (PACE) Member company for the individual’s performance during the 2015 calendar year. Two trophies will be presented.  One for the company and one for the individual CEP.

Nominations should focus on the performance of team members who have contributed to the success of the company in an exceptional manner. Areas of contribution can be multi-channel including phone, email, and click to chat, and/or any customer contact. This includes all customer engagement professionals. (Examples: supervisors, CSRs, TSRs, team leaders or any customer-facing professional) and is particularly geared toward frontline staff members.

According to Robert Kobek, President of CustomerCount, the nomination process will include completing an online nomination survey to compile the nominee’s qualifications and qualities.  “Our online feedback system measures and reports customer feedback through branded, customized online surveys, and this system can be utilized in numerous ways–including an efficient method in determining a winner for this new award.”

Included in the survey format for entry, nominators must also provide detailed insight regarding the team member’s performance and contribution showing how the nominee’s efforts and achievements have impacted the team, company, and/or community.

“We know Customer Engagement is a part of the corporate culture and requires the skill and talent that many strive for, and few master.  At CustomerCount we want to honor an individual who has shown exceptional performance in an area which frequently goes unrecognized,” said Kobek.

Nomination forms will be available on February 1, 2016 and be accessed by visiting http://pace.cccepaward.com. All nominations must be received by close of business, EST, Friday, March 18, 2016. The CustomerCount CEP PACE Member Award will be presented at the 2016 PACE Convention and Expo in Orlando Florida, April 3-6 at the Rosen Shingle Creek Resort in Orlando, Florida. A representative of the nominating company must be registered and in attendance to accept the award.

For more information about how to submit a nomination for the CEP Award contact Tom Chandler at: tomchandler@customercount.com

About CustomerCountSM  

CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries.  For more information, visit www.customercount.com or call 317-816-6000.  Follow them at http://www.customercount.com/blog/ on Twitter @CustomerCount or facebook.com/CustomerCount.   

About PACE

PACE (Professional Association for Customer Engagement) is the only non-profit trade organization dedicated exclusively to the advancement of companies that use a multi-channel approach to engaging their customers, both business to business and business to consumer. These channels include contact centers, email, chat, social media, web and text.

 

Contact: Bob Kobek
317.816.6000 extension 100

Media Contact: Georgi Bohrod
619-255-1661


CRM Integration Solution Improves Customer Engagement

Bob Kobek, Bob Kobek

CustomerCountSM   Adds Significant Feature to Online Enterprise Customer Feedback Management System

CRM Integration Solution Improves Customer Engagement

INDIANAPOLIS, IN (January 6, 2016) – CustomerCount, the online customer feedback management system has introduced a CRM Integration Solution designed to increase customer engagement options easily utilized in numerous industries.  The Indianapolis-based company has recently developed the process necessary to integrate survey data with various Customer Relationship Management systems, including Salesforce.

Robert Kobek, RRP, President of CustomerCount, says the CustomerCount / Salesforce integration uses the Salesforce Lightening Integration tool and came as a result of the focus on staying ahead of the needs of clients.  “As a company which promotes listening to client feedback, we are proud to pay attention to the ever changing landscape of customer engagement best practices by offering CRM integration that measures the customer’s journey at each point of engagement.”

“Now as soon as a respondent submits a survey, feedback is updated in a Salesforce Contact record,” explains Kobek. ” The update can immediately trigger a Workflow rule to assign a follow up task, send a follow up email or reopen a case in Salesforce, or any other CRM platform.”

Linking Salesforce and CustomerCount is one more step in creating deeper relationships between customers and services.  Kobek says that the integration between the two platforms makes managing the customer engagement and experience in fast, efficient and seamless.

“Each time we add a feature to CustomerCount and expand its capabilities, we find the customer experience is improved exponentially,” says Kobek. “And that’s what we are all after; a fully engaged customer who is satisfied and loyal to a product or service.”

About CustomerCountSM  

CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries.  For more information, visit www.customercount.com or call 317-816-6000.  Follow at http://www.customercount.com/blog/ on Twitter @CustomerCount or facebook.com/CustomerCount.

Contact: Bob Kobek
317.816.6000 extension 100

Media Contact: Georgi Bohrod
619-255-1661


CustomerCount’s Lisa Kobek Elected to TherAplay Board of Directors

Bob Kobek, Bob Kobek

December 21, 2015 – CustomerCount℠ online enterprise customer feedback management system announces that its Executive VP Lisa Kobek has been named to the Board of Directors of The Children’s TherAplay Foundation, Inc. (TherAplay) effective 2016. Prior to joining CustomerCount, Lisa was Executive Director of TherAplay for nearly four years.

TherAplay is a not for profit outpatient pediatric rehabilitation clinic providing physical and occupational therapy for special needs children. The talented team of licensed therapists incorporate the movement of horses, through an innovative therapy called Hippotherapy, into therapy sessions. Therapy sessions are one-on-one and include treatment time in the child-focused clinic as well as on horseback.

Lisa’s career experience has spanned the for-profit and not-for-profit worlds, with a primary focus in the areas of leadership, client service/donor relations, strategic and tactical planning, process improvement and operations. Her role for CustomerCount is to manage the day to day operations related to the company’s online enterprise customer feedback management system. She also heads up customer service and client relations for the popular survey system.

As a board member of TherAplay, Lisa looks forward to continuing her involvement with the organization. She says “TherAplay and the families it serves have a very special place in my heart. I am honored to serve on its board and have the opportunity to help support its extraordinary mission.”

About CustomerCount
CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries. For more information, visit www.customercount.com or call 317-816-6000. Follow them at http://www.customercount.com/blog/ on Twitter @CustomerCount or facebook.com/CustomerCount.

About TherAplay
Founded in 2001, The Children’s TherAplay Foundation, Inc.’s mission is to provide children with special needs a foundation for developing life skills through innovative therapies in a safe and caring environment, including equine-assisted physical and occupational therapies. Located in Carmel, Indiana, TherAplay is privileged to serve more than 100 children ages 18 months to 13 years each week. For more information, visit www.childrenstheraplay.org.