TMT Development receives award for excellent customer service and tenant satisfaction
TMT Development has been awarded the 2011 Real Estate Customer Service Award for Excellence. The organization received the recognition based on superior customer service and overall customer satisfaction. This is the second year the real estate and ownership development company has won the A-List Award.
The award is only given to companies with a customer satisfaction score of 85 percent or more based on three satisfaction indices and nine business factors. A company will be judged on how well it scores in satisfaction categories that include overall, property and service. Business factors include numerous topics, such as readiness to solve issues, responsiveness and property and relationships.
"Service is our business and our clients always come first," said TMT President Vanessa Sturgeon. "It is paramount that everyone in our organization invests in building long-term relationships and in helping our tenants find solutions at every turn."
Finding solutions for customers is what first rate service organizations do. But keeping on top of where you fall short – or where customer expectations have changed – requires on-going measurement. By using live agent or web-based surveys, organizations can confidentally set priorities, identify individuals who need coaching or even design new service offerings.
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linkedin You can’t go anywhere without hearing about the power of social media. However, could it make an impact on Interactive Voice Response (IVR) surveying for customer satisfaction levels?
For example, in the Bank of America debacle in October 2011, Molly Katchpole, a 22-recent college graduate, took her frustration with the proposed $5 debit card fee to the web. She leveraged social media networks such as Facebook and Twitter to encourage other upset customers to sign a petition expressing their anger, which gained media attention across the nation.
Now that consumers have access to multiple methods of communication, in addition to corporate customer satisfaction research, does this make the process better?
Business 2 Community suggests that becoming an integrated multi-channel contact center that merges phone, web chat, IVR, social media and other services together could benefit an organization and provide it with the information it needs. However, this leaves large loopholes that could result in statistically inaccurate data.
A tailored IVR survey can provide high-quality and accessible information that concentrates customer feelings. Instead of monitoring the web for any blip across the screen that could be the feelings of only one person, a business can deploy reliable research methods to better alter and maintain services and products. Living in the dark until negative media frenzy has been created can reduce the reputation of an organization.
Instead, utilize customer satisfaction research methods such as IVR to provide accessible and accurate information from which to base future plans. High-quality data provides the basis for which strong services are developed and faulty ones are removed.
Don’t risk business by relying on statistically inaccurate satisfaction research methods.
A cross-industry study has found that Apple is not only the most well-regarded provider of customer service, but that the company also works hard to lower incidences of unhappy customers by employing crucial care service, according to Macnn.com.
"Apple is notable for the very low percentage of customers who plan to leave the company. This is consistent with other third-party research and the company's reputation. What is especially striking is that Apple had the lowest number of these especially disloyal customers, despite the fact that it is easier to change brands for a piece of electronics than for a bank or a mobile phone. Apple maintains its customer loyalty despite the fact there are few barriers to switching," according to the survey.
The survey data was collected from phone interviews conducted between January 2011 to March 2012. There were about 7,149 interviews conducted and 2,379 customer comments and complaints.
Overall, Apple has succeeded to not only create a service that consumers want but also to maintain a high level of customer satisfaction. This may be due to customer satisfaction research that provides accurate data about the Apple customer experience.
Knowing how customers respond to programs and service gives a business the facts it needs to improve the entire experience. Using tailored research methods such as Interactive Voice Response (IVR) or live agent surveying helps businesses determine the success of various initiatives. High-quality customer satisfaction research can help direct an organization's quality improvement efforts as well as measure customer reaction to new programs or policies.
Organizations that are serious about improving customer satisfaction levels use statistically reliable research methods to identify what needs to be done.
Armanino Consulting has achieved Gold Certified Partner status for both Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) software. To earn this coveted status a business must demonstrate notable industry expertise and achieve a high level of customer satisfaction.
"This designation from Microsoft is a testament to the expertise, hard work and dedication of our Microsoft Dynamics consulting team members," said Bruce Kirschenbaum, Armanino consulting partner. "We are proud to be recognized as the only Microsoft VAR on the West Coast specializing in supporting the High Tech and Life Sciences industries to achieve both CRM and ERP Gold Certified Partner status."
According to a recent customer satisfaction survey, 100 percent of Armanino Consulting’s Microsoft Dynamics clients in the semiconductor, pharmaceutical and medical device industries were satisfied with the company’s work. Another 94 percent said they were likely to repurchase the software.
The company has won four Customer Excellence Awards at Convergence, the Microsoft Dynamics user group convention that has been held annually since 2009.
Businesses achieve this high level of industry success by listening to customers and determining their levels of satisfaction with accurate research methods such as Interactive Voice Response (IVR), web surveying and live agent surveying. Taking the initiative to investigate which services or programs are working well or are causing problems can provide a company the information it needs to develop strategic plans of action. Successful organizations often use actionable customer satisfaction feedback to its fullest potential.
Are you successfully using customer satisfaction research to develop programs for improved feedback? Don’t sell your organization short by failing to use available tools to provide insights into customers’ needs.
Federal agencies and employees may soon be under review if a new bill comes into effect. According to Government Exec, a new piece of legislation titled the Government Customer Service Improvement Act would establish customer service standards for federal agencies.
“When taxpayers interact with a government agency, they deserve the same timely, reliable assistance they would expect from a private sector business,” Rep. Henry Cuellar, D-Texas, who introduced the bill, said in a statement. “My bill would raise the bar for federal customer service and help improve transactions between the American people and the agencies that serve them. Improving customer service from passport issues to student loans to Medicare is long overdue.”
The Internal Revenue Service, the Social Security Administration and the Transportation Security Administration were used as examples of service agencies that would be impacted. According to a 2011 IT consulting firm survey, only 31 percent of Americans surveyed were satisfied with the government’s service, which was up from the 24 percent found a year before.
Service agencies, both federal and private, can use customer satisfaction research to identify what programs, departments or initiatives are failing to hit the mark. Use clever methods such as Interactive Voice Response (IVR), web surveying or live agent surveying to determine what customers want in order to create informed plans of action.
Knowing how your customers respond to programs and services can provide you the facts needed to improve the entire experience. Identify the organization’s points of weakness with integrated service surveys to systematically improve customer interactions. The invaluable insight these practices supply can allow you to reach your customers in new ways and reach your full potential.
Blue Cod Technologies, a leading managed insurance services provider, has enabled a client to secure positive rankings in the Florida Office of Insurance Regulation 2011 Annual Report by providing excellent services. According to the report, the company’s client received a high customer satisfaction ranking for exemplary services that Blue Cod helped provide.
A rating of one or higher indicates a complaint share that exceeded the market, and 15 companies, representing more than 90 percent of all homeowners' insurance premiums, received a negative score. Out of that same group, a different 15 companies were under .50 complaints – including Blue Cod’s client.
When businesses use a third-party company to handle portions of a service, it is vital to consider how those organizations will impact customer satisfaction rankings. While Blue Cod did provide high-quality service to its client, if it had not done so it could have damaged the reputation of the company it was working for. Work that is outsourced to off-shore companies may need even more rigorous measurement. By investing in accessible and accurate customer satisfaction research methods such as web surveying, Interactive Voice Response (IVR) and live agent surveying
companies relying on third parties can be sure they are being represented well and that the service is enhancing the customer experience and not taking away from it.
A new smartphone and mobile application conference, the Connections: The Digital Living Conference and Showcase, will take place in Dallas to discuss the importance and growing popularity of services such as Apple’s Siri and Microsoft’s Kinect. The event's intent is to determine the importance of such offerings to customer satisfaction.
"Siri voice recognition is a popular feature, and nearly 40 percent of iPhone 4S owners now want similar voice features for their TVs," said Kurt Scherf, VP, Principal Analyst, Parks Associates. "With these technologies, providers can offer unique interfaces between viewer and content, which should lead to higher customer satisfaction and levels of engagement with programming and advertising."
Businesses considering the importance of one service over another can use customer satisfaction research to determine if either one offers what the majority of their consumers want. Properly tailored and accessibly presented customer satisfaction research can not only tell a company what is working now, but also provide the data that can lead to solid inference on what will work tomorrow.
Knowing how your customers respond to programs and service initiatives will help you strategically create plans of action for the future.
Mortgage Network, Inc, an independent mortgage lender, announced the results of their March 2012 customer satisfaction survey, which showed that 99 percent of borrowers claimed they would use the company's services again. In addition, 99 percent of borrowers would recommend the company to a friend or family member. The ratings in both these categories represent all-time highs for Mortgage Network.
"We are proud to say that we have averaged over 98 percent customer satisfaction since we began officially surveying our customers on every loan. Surpassing 99 percent was our stated goal for 2012 and we are especially proud to have achieved this success while establishing new production goals," said EVP of Production Brian Koss. "Compared to our larger competitors, who measure their processing time in months, we are proud to say we averaged 39 days to close in March, which clearly had an impact on our strong ratings."
Businesses featuring high customer satisfaction rates that wish to maintain such scores can use high-quality surveys to strategically maintain the high performance of their services and programs. Tailor research methods appropriately to gather the information your company needs to succeed in the competitive marketplace.
The online shopping retailer PennyGrab.com, has received an A rating with the Better Business Bureau (BBB). Within the business' first year, it has achieved high-quality service and been recognized for excellent customer satisfaction.
If businesses such as PennyGrab.com wish to further develop their services, they can invest in accessible and accurate customer satisfaction research methods such as Interactive Voice Response (IVR), web surveying and live agent surveying. By tailoring one of these respected techniques to ask the right questions, a business will be better able to make informative decisions backed by hard data.
The more reliable the results of these surveys, the greater ability a company has to make solid inferences about what its customers expect. This in turn can help a business gain actionable consumer insight and create strategic plans of action as its services and products grow and develop. Through the help of statistically valid measurements, a company can make sound judgments and either maintain existing efficacy or further improve in the eyes of the customer.
How do you gain accurate and reliable information on levels of customer satisfaction?
AetherPal releases mobile device optimization solution to improve customer satisfaction
AetherPal announced the official launch of the company’s flagship mobile diagnostic solution, which was designed to optimize its customers' smart devices and improve the overall mobile experience.
"We strive to provide our customers with the most secure mobile optimization experience possible," said Rich Meigh, President and CEO of AetherPal, according to Virtual Strategy. "Our software allows care representatives the ability to accurately and effectively address the needs of the customer while preserving the customers' right to control and limit access to personal information."
An organization trying to craft a new update, service or program should consider tailoring unique customer satisfaction surveys to determine what its customers need. By identifying the areas that consumers believe are in need of improvement, a business will be better able to develop potential solutions.
Ask the right questions with reliable customer satisfaction methods such as Interactive Voice Response (IVR), web surveying or live agent surveying in order to craft plans of action that are right for your business. How do you amass reliable data in an accessible format?
