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2 years ago

How can verbal feedback affect customer encounters? Give 3 real lifelexamples. (good or bad) Follow the

Business

1 answer:

yawa3891 [41]2 years ago

8 0

Explanation:

Example 1: the numeric NPS response

Everyone loves a handy dandy NPS survey. They give you an easy glimpse into how your customers are thinking about your brand or your business, and quantify just how happy they are with your services.

But, not all NPS surveys or responses are created equal.

Let’s say your business sends out an NPS survey to a random sample of customers. Of that sample, 65% are promoters (and gave you a 9-10 rating), 25% are neutral (a 7-8 rating), and 10% are detractors (a 0-6 rating). Of that sample, only a handful of the promoters wrote feedback about why they picked the score they did. The rest simply clicked a number and then went about their day.

Where do you go from here? How can you convert those neutral customers into promoters, and raise the bar for the detractors to bring them closer to your ideal score without written feedback?

NPS is helpful, but only when it gives you a clear picture of what your customer was thinking and provides tangible feedback you can incorporate into your organization.

Example 2: a “yes” or “no” response to an FCR survey

Now, let’s say every time a customer creates a Support ticket, your organization sends an automated First Contact Resolution survey once the ticket is closed.

Most often, a FCR survey is just one question – Were we able to help you resolve your issue? – with a simple “yes” or “no” response.

Receiving a “yes” is, of course, great – it means your agents were able to help your customer get to the bottom of their issue and helped make their day a little better. Receiving a “no,” on the other hand, is the exact opposite; it means your agents weren’t able to successfully meet the needs of your customer, and they’ve been left frustrated by the experience, with their issue still unresolved.

So what happens after a “no”?

Depending on what you use to capture FCR. it could be nothing. “No” responses are simply filed away in a folder, maybe you ping your agents to get more context on the particular issue, and everyone pretends it didn’t happen.

If you want to turn those “no” responses into actionable customer feedback, however, it’s crucial to have tools for your business like Service Recovery.

With Service Recovery, you have the ability to flag any “no” responses and fire off a follow-up survey to your customer, get more clarity from them on how you missed the mark, and dig in deeper to resolve their issue.

Plus, you get the added benefit of being able to re-survey your customers, which means even more insight for your team on the value of being able to circle back on negative FCR responses.

Win, win, and win.

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Suppose that you run the central bank of Fredonia. If you were concerned that monetary surprises may destabilize the economy, yo

dimulka [17.4K]

Answer:

Suppose that you run the central bank of Fredonia. If you were concerned that monetary surprises may destabilize the economy, you would use Active/Passive monetary policy. If you believed that unexpected monetary policy could stimulate the economy, you would use Active/Passive monetary policy.

Explanation:

An active monetary policy regularly considers the current economic situation and comes up with policies to regulate it. Many countries use an active monetary policy.

In the US, the Federal Reserve’s Federal Open Market Committee, the group of people in charge of deciding these policies, meet 8 times a year to decide on policies that stabilize the economy.

By contrast, Passive monetary policy uses a standard set of rules to regulate the economy. These rules do not change in response to a change in the economy. For example there may be a rule for a 2% increase in interest rates for every 2% increase in Aggregate Output.

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3 years ago

Describe the current global strategy and provide evidence about how the firm’s resources and competencies support the pressures

oksian1 [2.3K]

Describe the current global strategy and provide evidence about how the firm’s resources and competencies support the pressures regarding costs and local responsiveness. Describe entry modes they have usually used, and whether the modes are appropriate for the given strategy is described below

Explanation:

Global Strategy’ is a shortened term that covers three areas: global, multinational and international strategies. Essentially, these three areas refer to those strategies designed to enable an organisation to achieve its objective of international expansion.

In developing ‘global strategy’, it is useful to distinguish between three forms of international expansion that arise from a company’s resources, capabilities and current international position.

Implications of the three definitions within global strategy:

International strategy: the organisation’s objectives relate primarily to the home market.

Multinational strategy: the organisation is involved in a number of markets beyond its home country. But it needs distinctive strategies for each of these markets because customer demand and, perhaps competition, are different in each country. Importantly, competitive advantage is determined separately for each country.

Global strategy: the organisation treats the world as largely one market and one source of supply with little local variation. Importantly, competitive advantage is developed largely on a global basis.

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4 years ago

Andy decides to go skydiving for his 40th birthday. He signs a waiver, boards the plane and prepares for the jump. Everything is

Bumek [7]

Answer: assumption of the risk

Explanation: In case of any dispute, if the defendant succeed to prove the court that the the plaintiff knowingly took the potential risk of the activity which he or she was participating, then under the assumption of risk court can reduce or bar the recovery of that plaintiff.

In the given case, Andy signed a waiver before going for the dive. That waiver is a proof that he himself assumed the risk.

Thus, he will not recover his injuries under the defense of assumption of risk .

4 0

3 years ago

Suppose Mattel, the producer of Barbie dolls and accessories (sold separately), has two types of consumers who purchase its doll

Aliun [14]

Answer:

<h2>Mattel</h2>

a) Revenue outcomes from strategies:

Strategy 1 Strategy 2

Doll:

Low-Value Customers 36 6

High-Value Customers 36 6

Accessory :

Low-Value Customers 36 66

High-Value Customers 72 132

Total Revenue $180 $210

b) The strategy that generates the most revenue is strategy 2.

Explanation:

a) Data and Calculations:

Types of Consumers:

Revenue from Low-value Customers = $72

Revenue from High-value Customers = $138

Strategy 1: Doll for $36 and each accessory for $36

Strategy 2: Doll for $6 and each accessory for $66

The high-value customers buy 2 accessories with 1 doll.

The low-value customers buy 1 accessory with 1 doll.

b) Revenue outcomes from strategies:

Strategy 1 Strategy 2

Doll:

Low-Value Customers 36 6

High-Value Customers 36 6

Accessory :

Low-Value Customers 36 66

High-Value Customers 72 132

Total Revenue $180 $210

8 0

3 years ago

Dogs R US uses the perpetual inventory system to account for its merchandise. A customer returned merchandise. Assuming that the

Solnce55 [7]

Answer:

Credit cost of goods sold $100.

Debit merchandise inventory $100.

Credit accounts receivable $400.

Debit sales returns and allowances $400.

Explanation:

These are the demonstrate required journal entries of Dogs R US to record the return.

Credit cost of goods sold $100.

Debit merchandise inventory $100.

Credit accounts receivable $400.

Debit sales returns and allowances $400.

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3 years ago

How can verbal feedback affect customer encounters? Give 3 real lifelexamples. (good or bad) Follow the​

How can verbal feedback affect customer encounters? Give 3 real lifelexamples. (good or bad) Follow the