Customer Feedback

Mystery Shopper FAQ

By | February 24th, 2017|Customer Experience, Customer Feedback|

Have you ever considered a job as a mystery shopper, secret shopper, or professional evaluator? No matter what you call the position, you’ll likely have questions. As experts in the customer experience measurement and management industry, Electrum Branding has compiled a list of Frequently Asked Questions Who is Electrum Branding? [...]

Is Your Customer Support More “Nobody Does It Better” or “What a Fool Believes”?

By | January 26th, 2017|Customer Experience, Customer Feedback, Customer Service|

I’m sure we’ve all experienced the same customer service nightmare. After spending what seems like an eternity in an automated phone maze serenaded by the soft rock of the 70s, we finally get a person on the line so we quickly unleash a verbal landslide on them explaining our issue. [...]

Banking on a Positive CX

By | October 18th, 2016|Customer Experience, Customer Feedback|

The Miami Herald reported that, in 2015, complaints filed with the state against Florida financial institutions were 34 percent fewer than in 2014 and a mere third of what they totaled in 2009 during the during the financial crisis.* Wells Fargo had the most complaints followed by Bank of America.  [...]

Branding Tip: Carpe Testimonium!

By | February 8th, 2016|Brand Messaging, Customer Feedback|

Seize the Customer Testimonial! If you are like the Electrum Branding team, you do your very best to ensure that your customers are satisfied. Actually, at Electrum SATISFIED is the low end of the scale opposite MANIACALLY CONTENT - but that’s a blog for another day. You must, of course, realize [...]

Customer Feedback Tips

By | February 11th, 2015|Customer Feedback|

Customer Feedback:  Grill the Food, Not the Customer. After reading several articles about a New York style sandwich shop that recently opened near our house, my husband and I decided to support a local business and give them a try.  Having dined at several newly opened restaurants, we anticipated a [...]

Customer Feedback Best Practices

By | May 28th, 2014|Customer Feedback|

Want a competitive advantage? Just ask for it. Most businesses get their customer feedback in two ways. One is from angry, dissatisfied, or frustrated customers whose rants are rarely welcomed with an open mind or a willing ear. The other is from happy, satisfied customers whose praise we eat up [...]

Out of this World Customer Feedback

By | March 28th, 2014|Customer Feedback|

In-Flight Insight is Out of Sight Last night, the Russian spacecraft Soyuz docked with the International Space Station (ISS) despite engine problems that delayed its arrival by almost two days. That’s quite the delay considering it should have taken only a mere six hours. Six hours? Really? It takes longer [...]

Receiving Customer Feedback

By | February 27th, 2014|Customer Feedback|

Ask for Feedback. Don't Avoid It. In a new book titled “Thanks for the Feedback: The Science and Art of Receiving Feedback Well” authors Douglas Stone and Sheila Heen state that the receiver of feedback is in control of what information he or she lets in – regardless of how [...]

Resident Satisfaction Leads to Palladium Award

By | December 11th, 2013|Customer Feedback|

Satisfied Residents Reap Rewards for a Florida Municipality Tamarac, a small quiet neighborhood just west of Fort Lauderdale, the Venice of America, has one thing the international travel destination does not - an international award. The sleepy town of 60,000, founded in the 1960s as an active adult community, can now [...]

Would Your Customers Refer Your Business to Others?

By | February 8th, 2013|Customer Feedback|

Is the U.S. Government more concerned about customer satisfaction than you? For years, the US Government has measured how America is doing by its Gross Domestic Product (GDP), the sum of its economic output. However, this dollar and cents measure does little to access the things that make our lives [...]