Customer Are Always RSS feed:Part 2: Interview With Larry Streeter of Constant Contac

[David Sandusky]

My RSS Feed is dedicated to customer service and Has Just Posted the Following:

Today we continue the interview with Larry Streeter of Constant Contact...
MP: Walk us through a typical day in "your world"...
LS: Ha! A "typical" day would be atypical! But it's one of the things I love about Constant Contact. Every day is different. Meetings, developmental sessions with my direct reports, and feeding the communication channels across the organization consumes a lot of my time. But despite that, I'm still able to carve out time on a regular basis to listen to customer calls with my associates. Hearing the questions and concerns expressed by the customers keeps me grounded and always brings me back to that guiding principle: What can I do today to delight our customers?
MP: Through what channel or method do you receive most of your customer feedback and how do you handle it?
LS: Customer surveys are the single largest source of feedback we receive. We have company goals around customer satisfaction and the quantitative data from our surveys is rolled up and presented to the entire company monthly. It's highly motivating to see those scores each month! Free form comments provided by surveyed customers are read and rolled up into feedback provided to specific departments. For example, I can see a single report of all survey respondents who made comments specifically about the service provided by our teams. From that information, we can assess staff training needs, review policies that might be hindering our ability to delight the customer, and provide feedback to managers on associate performance.

</img>
</img> </img> </img>


click here to read more from and support Customers Are Always...