GetFeedback

JUNE 3, 2019

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. If you’re involved with designing surveys at your company, you’ve probably seen a similar trend.

Survey 186

Survey Customer Service Engagement Customers 186

Customer Bliss

JANUARY 30, 2020

The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. They work to remove boundaries and pressures that prohibit customer-driven decision making. And they challenge themselves to walk away from practices that aren’t congruent with their values. Like they were raised.

Company 216

Company Hotels Insurance Travel 216

GetFeedback

SEPTEMBER 14, 2018

More than likely, your disappearing customers aren’t writing you five-star reviews as they walk out the door. In today’s world of subscription-based business models and limited trial periods, many brands risk losing a large swath of customers after a certain time frame has passed. No brand is immune from customer churn, either.

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170

SurveySparrow

MARCH 10, 2024

Have you ever conducted a survey and wished the responses were more…honest? While Google Forms doesn’t offer a built-in mode, this blog will tell you how to make them anonymous. What is an Anonymous Survey? So, anonymous surveys act as a secret ballot for feedback and opinions. Did you get the gist?

How To 52

How To Survey Feedback Connections 52

Experience Investigators by 360Connext

NOVEMBER 14, 2016

You have to roll up your sleeves, check your ego at the door, and prepare to learn some hard truths about your business and (gasp!) It’s great to seek customer feedback through surveys, but many typical survey questions lead the witness. It can be a daunting task to go looking for actionable feedback.

Feedback 110

Feedback Survey Consulting Customers 110

NICE inContact

JUNE 20, 2017

Those customer service representatives (CSRs) don’t understand the logistics of getting this product out the door! Why can’t the guys in the warehouse & shipping department get these orders out the door? Cross-functional job shadowing. Cross-functional job shadowing positively contributes to a culture of understanding.

Contact Center 122

Contact Center Culture Exercises Customer Service Representative 122

ShepHyken

JANUARY 11, 2019

In the case of Net Promoter Score (NPS) surveys, this may mean they only get back to “Super Detractors”, i.e. those who leave a score of 0, 1 or 2 on a 11-point scale. In the case of Net Promoter Score (NPS) surveys, this may mean they only get back to “Super Detractors”, i.e. those who leave a score of 0, 1 or 2 on a 11-point scale.

Examples 92

Examples Feedback Strategy NPS 92

Customer Bliss

OCTOBER 16, 2018

And, what we need to do is have leaders check their silo at the door, understand, and agree on—from an across the journey standpoint—”how reliable are they?” Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. 1: C-Suite Commitment.

Customer Experience 185

Customer Experience Chief Customer Officer Video Leadership 185

Customer Bliss

SEPTEMBER 6, 2018

It might seem really compelling to want to put all the information together on a spreadsheet, or a trending chart, or present a dashboard of the survey results, but resist that temptation. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Chief Customer Officer 111

Chief Customer Officer How To Video Course 111

GetFeedback

FEBRUARY 18, 2019

What truly matters is what you do with your NPS survey results. To effectively engage customers, you’ll need to go beyond just sending out an NPS survey. To effectively engage customers, you’ll need to go beyond just sending out an NPS survey. The NPS survey follow-up strategy. Did you send your NPS survey via email?

NPS 199

NPS Net Promoter Score How To Effort Score 199

GetFeedback

JUNE 5, 2018

If you’re a data-driven marketer, you want all the lead information you can get your hands on. Unfortunately, if you ask for it all at once—in one big, ugly form—people aren’t going to bite. It’s a problem marketers come up against all the time. You need the data, but how do you get it without putting people off? Advanced forms.

CRM 170

CRM Exercises Data Strategy 170

BirdEye

MAY 30, 2023

In this blog post, we’ll explore the best customer feedback tools you can use to quickly gather, manage, analyze, and action customer feedback. In addition, you can use customer feedback software to measure and analyze the website feedback, survey responses, and customer opinions you receive.

Tools 98

Tools Feedback Net Promoter Score Social Media 98

SurveySensum

NOVEMBER 28, 2023

Have you ever launched an NPS or CSAT survey and wondered – ‘What am I going to do with all this data?’ If you did, then this blog is for you and everyone who struggled with What to do with this feedback? How to analyze it? How to make it actionable? And how to respond to the customers? Let’s find out! So what did they do?

Automotive 52

Automotive NPS Feedback Case Study 52

CX Journey

APRIL 26, 2017

It was published on their blog on July 6, 2016. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. The good news is that companies are listening through surveys. And give an honest assessment of how long the survey will take to complete.

Survey 159

Survey Feedback Customers Touchpoint 159

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The topic of empathy topped the list of posts this year.

Metrics 76

Metrics Net Promoter Score Data NPS 76

NICE inContact

MAY 24, 2016

For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. While surveys are a great way to get feedback, they are only the tip of the iceberg when it comes to a complete Voice of the Customer initiative. Voice of the Customer is a multi-faceted process to learn more about your customers.

Feedback 131

Feedback Survey Multi-Channel Social Media 131

Experience Investigators by 360Connext

JULY 13, 2015

Marketing, advertising, social media, and even the way we incentivize our employees are all focused on getting those new customers to walk in the door. And yet when they take that step and the door closes behind them, they are often left with nothing more than an invoice and a bad feeling. They exit into a converting customer.

Customer Journeys 110

Customer Journeys Social Media Travel Loyalty Programs 110

Horizon CX

APRIL 6, 2021

I first wrote and published this blog topic back in July of 2015. Below is the revival of my original blog post from 2015. As CX practitioners we can continue to make an impact. As CX practitioners we can continue to make an impact. Prince who was the co-creator of Synectics.

Communication 147

Communication Study Meeting Course 147

SurveySparrow

NOVEMBER 30, 2023

Let me pose a question to you: Why do some surveys excel at extracting meaningful and valuable data effortlessly? This blog will go into the nuances of close-ended questions. We’ll deal with everything from its meaning to the best practices to follow while incorporating them into a survey. The key here is precision.

Survey 52

Survey Net Promoter Score Analysis Transportation 52

SurveySensum

JANUARY 24, 2024

Initially, Alice was excited about these feature requests from the product feedback surveys. But she knew that blindly implementing every feature request could lead to confusion rather than innovation. Because the challenge is to prioritize which one – how to identify the one that has the biggest impact or aligns with the business goal.

Roadmap 52

Roadmap Feedback Customers Survey 52

ClientSuccess

JULY 6, 2022

Often used to open the door to these more unique customer experiences, customer loyalty programs can be an excellent idea for CSMs and team leaders alike to delve into some of these new ways to connect and engage with customers. As CSMs, finding new and creative ways to engage with customers is not always easy. Ready to learn more?

Loyalty Programs 79

Loyalty Programs Loyalty eBook Conference 79

Opinionator

OCTOBER 7, 2020

Never Call it A Survey. Never call the list of questions a “survey.” When people hear the word “survey,” they tend to disengage from the conversation because surveys are typically associated with the following traits: They take too much time and effort. Customer Feedback that Delivers an ROI.

Feedback 52

Feedback Survey Customers Study 52

ClientSuccess

DECEMBER 14, 2021

One way to make the customer renewal process even more manageable is to set up a renewal survey. Here is the winning CSM renewal survey strategy to use with your customers: Q: Is it your intention to renew your subscription with [product and/or brand]? This makes sense because, after all, CSMs are not in sales for a reason.

Survey 90

Survey Strategy Sales Brands 90

SurveySensum

NOVEMBER 22, 2023

Explore these 13 best practices for website feedback surveys. Do you know that 88% of online customers don’t return to a website after a poor user experience? That’s a huge chunk of potential business loss, right? That’s why offering a seamless experience is crucial to keeping visitors engaged and returning for more.

Feedback 52

Feedback Customer Insights e-support Social Media 52

Customer Bliss

APRIL 11, 2018

Pal’s Sudden Service, a drive-through restaurant based in Tennessee with twenty-six locations, enlists a 60-point psychometric survey to determine whether the teenagers, who will deliver food to your drive-in window or make your burgers, will sync with the values of the company and the team they will join. Acts of Trust Are Necessary.

Company 209

Company Hotels Insurance Banking 209

Comm100

JULY 6, 2016

Customer satisfaction surveys can help you yield useful data that otherwise could be hard to quantify. Yet knowing what to ask, and then creating a survey from scratch, can be a daunting task. Knowing how your customers feel about your product, services, and support team is critical to understanding how to grow as a company.

Customer Satisfaction 125

Customer Satisfaction Survey Loyalty Social Media 125

CX Journey

OCTOBER 12, 2016

Image courtesy of dushy4 I originally wrote today's post for ICSA as part of their blog carnival and celebration of National Customer Service Week. It appeared on their blog on September 5, 2016. It is a modified version of a post that I wrote for CX Journey back in 2012. It’s time for companies to think about their employees first.

Company 80

Company Employee Experience Culture Training 80

SurveySensum

NOVEMBER 21, 2023

When to launch this survey? Place the NPS form on your website or in post-interaction surveys to gather feedback when users are engaged. Place the NPS form on your website or in post-interaction surveys to gather feedback when users are engaged. Embed this form on your website or post-interaction surveys.

Examples 52

Examples Feedback Effort Score NPS 52

Opinionator

JUNE 8, 2020

These include soap dispensers, paper towel dispensers, and even restroom doors. In this post, we will review these attitudes and why going touchless everywhere, including with your restroom feedback , makes your customers feel more comfortable – in a post COVID environment. The Public is Far More Hygiene Conscious.

Government 52

Government Study Feedback Tips 52

Vonage

SEPTEMBER 25, 2015

We’ve now sold more than half a million pet doors since we launched and we’re really proud that our product is being recommended by vets and behaviourists all over the world. Each week we send out over 300 satisfaction surveys to gather feedback on our customers’ experience and our products.

Customer Service 120

Customer Service Net Promoter Score Competitive Advantage Case Study 120

Opinionator

JUNE 8, 2020

An Australian study shows that a large percentage of people surveyed had started using at least one of the hygiene-related or avoidance behaviors recommended by the government. COVID-19 has changed the world, yet it remains to be seen if our new behavioral changes will end up benefiting society after this pandemic is over.

Government 52

Government Study Feedback Survey 52

Totango

AUGUST 3, 2021

A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. Here we’ll help you steer clear of the most frequent pitfalls SaaS companies encounter when deploying a freemium sales model. What Are the Most Common Freemium SaaS Mistakes and Their Solutions?

Sales 118

Sales Strategy Social Media Knowledge Base 118

Beyond Philosophy

OCTOBER 19, 2023

Then, researchers asked a second group to fill out a survey on the posters that asked questions and sought feedback from several perspectives. I want to let you into a little secret. I’ve learned to ask customers a question over the years. Ready to know what it is? Has anything changed since the last time I spoke to you?

Customer Change 88

Customer Change Customer Journeys System Groups 88

Joe Rawlinson

JANUARY 31, 2018

Use Blogs to Sell and Teach. Still on the fence about blogging? For most companies, it takes quite a bit more than advertising to get customers through the proverbial doors of their e-commerce business. Of course, blog posts should also include and provide sales opportunities. Take a lesson out of the Tirebuyer playbook.

Consumers 83

Consumers Tools Brands Marketing 83

SurveySensum

FEBRUARY 6, 2024

Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. So, what is a cancellation survey? A cancellation survey is a set of questions sent to users to determine why your customers are leaving. But first, you need to know the amazing benefits of this survey.

Survey 52

Survey Feedback User Experience Communication 52

CX Journey

AUGUST 8, 2017

It appeared on their blog on December 30, 2016. Image courtesy of Pixabay I originally wrote today's post for Clicktools. How well have you thought out your candidate experience? Is it designed to attract or to frustrate? Do your candidates sing your praises, or do they regret the day their resumes crossed into your inbox? O, did I say that?

Customer Experience 140

Customer Experience Customer Journeys Touchpoint Customers 140

2020 Research

AUGUST 16, 2022

In practice, this means creating concise online surveys and incentivizing them well at the same time. Globalization and technology opened up a new world of possibilities for consumers to have their needs met, which requires attention and adaptability from companies and marketers alike. It’s visible throughout the sample industry.

Trends 52

Trends Strategy Marketing Policies 52