Forget Customer Feedback!
JULY 13, 2016
Congratulations – you are not alone – and you have participated in one of the most meaningless efforts in modern business — useless feedback solicitation. The 5 Myths of Evaluative Customer Feedback. What’s wrong with soliciting evaluative customer feedback? Myth #3 : Customers want the organizations they do business with to ask them for feedback. Chip R.
NPS: Achieving Brand Loyalty by Closing the Feedback Loop
FEBRUARY 14, 2017
Paul Campillo will show you the value of choosing NPS as your next customer feedback questionairre. And I’m still amazed at how too many people and brands neglect this fundamental driver of every great business: feedback. You’re swimming in an ocean of feedback. Feedback comes at you from work, home, and just about every moment in between. Loyalty takes time.
Surveys Results are Great, but What About the “Untold” Feedback?
FEBRUARY 22, 2017
Consistently gathering customer feedback is a great way to see patterns around satisfaction, loyalty and other key performance indicators, but some of the most valuable information hides beyond typical survey results. The post Surveys Results are Great, but What About the “Untold” Feedback? Blog Customer Experience analytics feedback linkedin surveys
How to Get Customer Feedback the RUF Way
JUNE 23, 2016
We live in an age where customers expect to be able to give their feedback on everything almost instantly. So, it’s important to collect useful feedback from your customers to ensure they feel valued and also action their comments. However, the danger is if you receive an extremely large volume of feedback, it can be overwhelming for your team and paralyze action.
How to Use Customer Feedback Effectively
MARCH 2, 2016
Gathering customer feedback seems like a no-brainer now. Businesses spend thousands on setting up various customer feedback channels: surveys, emails, reviews, rates. It definitely is if you know how to act on the customer feedback you get. Customer feedback can be truly eye-opening. Ways of gathering customer feedback. Gathering customer feedback using surveys.
How NOT to ask for customer feedback: a shocking example from Sky TV
DECEMBER 19, 2016
Two days ago, my wife was asked to participate in a Sky customer feedback survey. You apparently don’t respond to survey feedback anymore as the team who dealt with this work no longer exists. There is an element of manager discretion at responding to survey feedback but there is a two week delay in getting the information over to the relevant person. Sadly, I am not alone.
Voice of the Customer is More than Just Feedback Surveys
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. Here are some additional methods to add to your feedback process: Focus Groups and Interviews. What do they want?
5 Necessities of an Effective Closed-Loop Customer Feedback Program
MARCH 1, 2017
If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled. Customers expect that if they take the time to provide personal feedback, then someone should take the time to provide personal follow-up. Non-Anonymous. Case Management Tools.
How to Build an Accurate Product Roadmap with Customer Feedback
NOVEMBER 16, 2015
Getting valuable feedback from customers is essential in developing a product that truly fits their needs. Without a good rapport with customers that enables them to be honest with you–and you honest with them–you’ll develop in isolation or, worse yet, based off of dishonest feedback because a relationship based in trust wasn’t established early on. What did we do? It’s a win-win. .
Market research as a profit center: How smart companies use customer feedback to generate revenue
OCTOBER 13, 2016
In a breakout session, Amy Moore, strategic insights data manager at Kelley Blue Book, and Steve McSpiritt, market research specialist at Barnes & Noble College, revealed the steps they took to start generating revenue from customer feedback. One of the biggest disruptions in the market research industry is the monetization of the research practice. Find ways to boost your partners’ ROI.
Feedback is the Engine of Improvement
Who's Your Gladys?
OCTOBER 8, 2014
360 degree feedback continuous improvement customer service training Nobody – and no company – is perfect. If you’ve read “Who’s Your Gladys?” ” then you know that we recommend a continuous improvement mindset. It’s what takes companies to new heights, growing the skills of staff members, increasing customer loyalty and improving profits.
5 ways customer feedback can improve your content marketing strategy
DECEMBER 15, 2016
In this blog post, we look at five ways to use customer feedback to inform cohesive, strategic and integrated content marketing strategies. By gathering customer feedback over time it becomes easier to separate your readers from your non-readers, and find similarities and differences between the two. Your customers want to give their feedback and feel heard. Final thoughts.
The customer feedback experience – an experience not to be taken for granted!
APRIL 15, 2015
CX Measurement CX Strategy customer experience customer feedback customer surveys Net Promoter Score NPS VOC VOE voice of the customer voice of the employee voice of the process VOP Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. […].
Feedback is a gift, right?
OCTOBER 6, 2016
Instead of embracing the feedback and the common goal that the scoreboard and clock be accurate, she was defensive and appeared to resent that I had pointed out her mistakes. Now, the worse possible outcome from this altercation would be for me to avoid her in the future and deliberately withhold corrective feedback whenever scoreboard or clock mistakes occur. Did I really do that?
How to Improve the Customer Experience: Closing the Loop on Feedback
FEBRUARY 15, 2016
If you're collecting customer feedback, maybe these two thoughts can help you keep working to improve the customer experience. We often mention the importance of closing feedback loops. When a customer provide feedback, they open a line of communication. At that point, it’s your company’s responsibility to address the feedback and follow up with that customer. Want more?
Get More out of Your Unstructured CX Feedback
MAY 26, 2015
Open-ended questions have long been a part of customer experience surveys. However, there is a massive amount of inconsistency in the way these kinds of questions are used. Some companies have a single open-ended question in their survey and keep the overall survey quite short. Some, at the other end of the spectrum, use multiple. View Article
How to Leverage Employee Feedback on Your Customer Experience
JULY 31, 2015
If you can tell, we’re fans of using feedback in your customer experience strategy. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers. But as I’ve mentioned before, only the vocal minority of customers will give you feedback. Make sure to close the loop on employee feedback.
Best Practices for Closing the Loop on Customer Feedback
SEPTEMBER 3, 2015
Closing the loop on your customer feedback certainly doesn’t get any less important as your company grows, but it does become trickier. The average enterprise has more than 25 different sources of customer feedback to monitor and analyze, including email, social media, CRM systems, call center recordings and more—so how do you manage to address the concerns of each individual customer?
Voice of the customer: What is a feedback loop and how can it help your brand?
JULY 25, 2016
And one of the best ways to ensure your business meets customer expectations is through harnessing the power of feedback loops. What are feedback loops? In business, a feedback loop is a system that is created to listen and learn from your customers. Using feedback loops for continuous improvements. Listen and learn from all your feedback loops. Final thoughts.
Respond to Feedback Faster With the Qualtrics App for Slack
JUNE 23, 2016
This integration allows organizations to be aware of feedback and information, and take action on an accelerated timeline. The core benefits of this integration include the following: Disseminating important feedback and information faster. Different conditions and responses can lead to different assignments, ensuring customer feedback gets to the right person or people.
How to Best Use Customer Feedback: 3 Ways to Act on Big Data
JANUARY 28, 2016
But let’s get you off that cold linoleum floor and discuss how to best use customer feedback. Improving the customer experience starts with collecting customer feedback. Depending on a variety of factors, you may tackle that collection with a homegrown feedback solution or a professional Voice of the Customer system. But customer feedback turns into a lot of data quickly.
Customer Feedback Is Worthless Without This One Critical Element
OCTOBER 3, 2016
Do you ever wonder what separates the organisations that really excel at customer feedback from the ones that fail dismally? Best Practices Customer Feedback ProcessWhat actually separates Zappos, Amazon, Southwest Airlines and Apple, organisations with outstanding customer loyalty, from the companies you’ve never heard of, because they are entirely forgettable? Do they have doctorate level statisticians analysing their data? […].
Customer feedback: a gift that keeps on giving
APRIL 22, 2015
Yesterday, during a phone interview, I was asked, “Why do you think company representatives choose to ignore feedback from customers – whether through Twitter, Facebook, or some other channel?”. By choosing to ignore customer feedback, company leadership is violating the simple lesson most of us learned as children from Aesop’s fable, “The Goose with the Golden Eggs.”. But there’s another reason that customer feedback is ignored: lack of trust. In addition to not trusting the feedback source, there is skepticism about the assertions made and suspicion about one’s motives.
10 Ways to Get Actionable Feedback from Customers (part 1)
NOVEMBER 14, 2016
It can be a daunting task to go looking for actionable feedback. It’s great to seek customer feedback through surveys, but many typical survey questions lead the witness. The post 10 Ways to Get Actionable Feedback from Customers (part 1) appeared first on Customer Experience Consulting. yourself. For instance, “Are you satisfied” […].
Restaurant chains discover the special sauce of Net Promoter feedback
OCTOBER 29, 2015
Sometimes they use register receipts to solicit more specific feedback through online surveys. Others put satisfaction feedback cards in with the check. Based on well-established Net Promoter System methods to gather feedback and take action , many of these companies are now using mobile-based rewards program technologies to ensure that they hear from a wide range of guests.
4 Ways Feedback Is Central to Customer Satisfaction
Win the Customer
APRIL 4, 2016
Smart companies engage in a variety of feedback methods to get at the heart of how their business is performing. As feedback comes in, these businesses begin to gain a clearer sense of what they are doing right and what they are doing wrong. Without feedback, a company is left guessing as to how their performance is progressing. Complaints Are a Warning Sign. Modern Issues.
How to Pick a Winning Customer Feedback Channel
OCTOBER 5, 2015
The metrics that spell customer experience excellence will be unique to your organization, and after you’ve identified what success means, it’s important to decide how you will collect feedback from your audience. Types of Customer Feedback Channels. There are two customer feedback channel categories: solicited and unsolicited. Turns out happiness is contagious.
Can We Have Innovation Without Leveraging Customer Feedback?
FEBRUARY 18, 2015
Is innovation so forward-looking you can’t rely on customer feedback? Or should customer feedback be what drives everything, including innovation? Is leveraging customer feedback an essential part of the innovation process? More Posts - Website Follow Me: The post Can We Have Innovation Without Leveraging Customer Feedback? What do you think?
Three Reasons You Need Feedback to Fix Your Customer Experience
FEBRUARY 4, 2015
But let’s back up a bit and talk about your relationship with customer feedback. Let’s go over three reasons why customer feedback is crucial to your customer experience strategy (in no particular order). Customer feedback can validate perception and/or smash it into pieces. Customer feedback makes the customer tangible. Customer feedback can help you focus your energy.
The Business Benefits of Customer Feedback in 60 Seconds.
JULY 18, 2016
But sometimes a colleague will ask you to justify the Return on Investment (ROI), or maybe you’ve just forgotten quite how many are the business benefits of customer feedback. Either way, if you need a spur to take action and finally get customer feedback working properly for your business then this is for you. The Business Benefits of Customer Feedback. ” Loyalty.
Design a customer feedback strategy that doesn’t annoy customers
APRIL 19, 2016
Asking customers for feedback is one of the most direct ways to understand their experiences and needs across touchpoints. What are they going to do with my feedback anyway? Recently I used Forrester's internal collaboration platform -- Chatter -- to collect stories about when colleagues were asked for feedback. Surveys are too long. Callbacks are interruptive. surveys.
Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers
MARCH 1, 2017
If you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. Take note of each, because they'll help you maximize the quality and quantity of the feedback you collect. Any longer, and we’d argue you're trying to do too much with one feedback channel.).
5 Reasons Why Customer Feedback Matters More Than Ever
Win the Customer
OCTOBER 10, 2014
So you’ve done everything possible to satisfy your customers. You’ve exerted all efforts to better your products and customer service. You treat customers like kings and queens, and provide everything to match their wants and needs all the time. Now how do you know if your strategies are working? How do you know if your […]. Customer Service
5 Tips for Transforming B2B Customer Feedback into Action
NOVEMBER 4, 2015
When a global product manager said those words to me recently, she meant that she would not normally have been aware of the customer feedback insights my team had provided if we were still using traditional market research alone. You need to build credibility with the teams you hope will embrace customer feedback by understanding their challenges and using the terminology that they use.
How ForeSee’s Feedback Tool Gives Argos Advantages Across The Business
JULY 27, 2016
The post How ForeSee’s Feedback Tool Gives Argos Advantages Across The Business appeared first on ForeSee. Case Stories ForeSee Solutions Argos Case Studies FeedbackArgos is no slouch when it comes to digital retail, with over 900 million annual website visits and an enviable reputation that makes it among the top retailers in the.
NPS and Text Analytics—Customer Feedback Decoded
NOVEMBER 18, 2016
So…you’ve surveyed your customer base and now you have a ton of feedback. The post NPS and Text Analytics—Customer Feedback Decoded appeared first on CustomerGauge. How do you extract value from these comments? Or process all this data in a reasonable time frame? After you’ve done the foot work, sifting through all that data can feel like a daunting task. Text […].
Podcast Shorts: Get Real Feedback from Your B2B Customers
AUGUST 25, 2016
Most companies that serve other companies solicit feedback, often in the form of quarterly or semiannual satisfaction surveys. The Net Promoter System in a B2B setting also solicits feedback from customers. The feedback it provides is continuous: It offers granular insights into what is troubling or delighting any given customer at any given time. B2B Podcast