Customer Happiness Matters to Travelers Haven
Posted on May 1st, 2012
Travelers Haven provides cost-effective temporary housing services and personalized travel assistance. Offering furnished housing rates 57% below the national average for corporate housing, and hotel discounts up to 30% below listed rates, Travelers Haven can save you money while improving the quality of travel and housing. Companies partner with Travelers Haven and outsource their temporary housing and travel […]
Read More...What’s All This WOW Business?
Posted on April 26th, 2012
A few people have been asking us to explain the new ‘WOW’ feature in Hively so we thought we’d just make it a post in case others out there have the same questions. First – what’s a WOW? You know those times you go the extra mile for a customer? Well now they can let […]
Read More...Why We Changed Our Scoring Method in Hively
Posted on April 24th, 2012
Our main focus with Hively is to provide the best product with the most value possible to our customers. With that in mind, we are constantly seeking feedback, researching, and looking for ways to improve our product. In this latest release we made a change to the way the scoring works in Hively. This decision […]
Read More...Hively Upgrade: The ‘WOW’ Release
Posted on April 19th, 2012
We’re very excited to reveal the new version of Hively we have titled the ‘WOW’ Release. This release was almost completely based on customer feedback (thank you so much!) and system data. Read on to learn about all the improvements and new features now available in Hively. First, the ‘WOW’ What’s a WOW? You know […]
Read More...Customer Satisfaction Survey Fails
Posted on April 17th, 2012
I’ve been on the road traveling quite a bit lately – staying in hotels, renting cars, riding in taxis, taking flights, etc. Which means one thing – I’ve been bombarded by customer feedback surveys! Each survey was basically the same so I just chose one to discuss here. The Sofitel Customer Satisfaction Survey from the […]
Read More...5 Tips for Using Customer Feedback to Change Company Behavior
Posted on April 5th, 2012
Knowing when and how to properly gather customer feedback is imperative for any successful Business. However, acting on this feedback and using it to influence your company internally is even more important. Properly implementing a closed loop feedback system can dramatically improve every aspect of your company from the products you sell, to how you […]
Read More...Gamifying Customer Satisfaction
Posted on March 29th, 2012
The gamification of customer satisfaction is a hot topic right now. A few weeks back, CRM Analyst Lauren Carlson wrote a post on Software Advice about the idea of companies like UseVoice adding gaming elements to their help desk software. The article titled, Gamification, The Key to Preventing Support Area Burnout, focuses on how adding […]
Read More...Terry Starbucker: 9 Awesome Things You Can Learn From Drinking Coffee With Entrepreneurs
Posted on March 27th, 2012
Terry Starbucker is a business consultant that focuses on Leadership, Business Strategy and Execution, Customer Care, and Social Media. He spends much of his time helping businesses improve by implementing systems and process for measuring and learning from customer feedback. When he’s not doing that, he’s speaking and blogging on the topic. Yesterday, he posted […]
Read More...New York Times Article: When Businesses Can’t Stop Asking, ‘How Am I Doing?’
Posted on March 20th, 2012
Last week it was great to read an article in The New York Times about customer satisfaction surveys. The article discusses how companies are bombarding their customers with surveys in an effort to gauge customer satisfaction. However, it’s actually having the opposite effect as response rates are dropping dramatically. The frequent requests to fill out these surveys, […]
Read More...Delta Airlines Needs Hively for Measuring Customer Satisfaction
Posted on February 14th, 2012
Last week I was traveling and witnessed an interesting customer service experience happen while flying on Delta. While boarding my plane in San Diego, a man walked on to the plane and asked a flight attendant if he could get a customer comment card. The flight attendants response? “What for?” The man paused a bit […]
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