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Understanding Patient Feedback: A guide for Healthcare Professionals

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Healthcare providers often learn how they’re doing directly from their patients in person. Body language, facial expressions, and even verbal communication give doctors a (generally) good idea of how their patients are doing and how they view the care they’re receiving.

Voice of the Customer: The Beginner’s Guide

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What does the Voice of the Customer really mean? Voice of the Customer is a business and technology term used to describe a process that is designed to capture customer’s expectations, preferences, experiences, and feedback.

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Customer Engagement In Today’s Media-Driven World: A Guide

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What is Customer Engagement? Customer engagement is used to describe the effect, reaction, connection, response, or experience of customers with one another or with a company or a brand.

Customer Experience Management Software in Today’s Crazy World

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My Friday Night Adventure. My wife and were recently shopping for a new television. Our old TV had started to emit an annoying buzz and would occasionally shut off on its own accord. She said she was tired of adjusting the volume to match the high-pitch squeal.

The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers and before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

Customer Satisfaction Surveys… and Why You Should Care

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I recently bought new car insurance. It wasn’t a purchase I expected to make, since I had planned to go without a car for a year. The no-car situation was an experiment to see if I could live in my southern city without one.

Enterprise Feedback Management: Understanding The Need

Feedback

Understanding enterprise feedback management is essential in today’s economy. If your need is to increase company profits and retain customers, and you already have provided a quality product, then managing your customers concerns with a overall system is where you are obligated to focus next.

How to Calculate NPS Score

Feedback

The Net Promoter Score (NPS) acts as an indicator of the satisfaction of your customers. Scores range from -100 to 100 and measures the willingness of customers to recommend your brand and services to others. The score can be used to gauge overall customer satisfaction and a foundation of a measurement framework to improve satisfaction. Here’s a breakdown on how to calculate NPS score. Calculate NPS Score. Customers are surveyed on a single question, using a 0-10 rating scale.

Understanding the Divide Between How Online Shoppers Use and Write Reviews

ReviewTrackers

This article is by Michelle Delgado. Michelle is a Content Developer and Marketer at Clutch , a B2B ratings and reviews firm based in Washington DC. Her research focuses on website builders, web design, and app development.

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37 Techniques to Achieve Excellent Customer Service

Excellent customer support is essential for any business. Many are turning to phone support as the most effective way for developing personalized and real-time connections and solutions for their customers.

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

ijgolding

This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You can read the story here….

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NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett

ijgolding

The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale.

The CX topic we need to address more

Customer Bliss

As I’ve been doing more episodes of my customer experience podcast , I’m increasingly hearing more stories about omni-channel collaboration and experiences. I love that.

7 Pillars of a Strong Culture

CX Journey

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. It's really the foundation of the organization.

Want to Deliver the Best Customer Experience? It Takes More Than a Metric

MaritzCX

It is very refreshing and encouraging to see so many organizations with mission statements indicating their focus on the customer and their mission to deliver the best customer experience.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

Lessons From Leaders At Brands Where CX Is Working

Storyminers

I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. Oracle , in its recent “ CX FACTOR PROGRAM ” has done much of that research for me (and for you).

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Why Businesses Need Social Media

ReviewTrackers

This article was written by Kristen Herhold. Kristen is a content writer and marketer at Clutch , a B2B research firm in the heart of Washington, D.C. Connect with her on LinkedIn , or reach out with any questions, comments, or concerns at kristen@clutch.co or 202-840-6690.

Candidate experience is also customer experience

Customer Bliss

I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to think of employees as customers as well, i.e. internal customers.

The Do’s and Don’ts of Customer Experience Management

Jacada

The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do. Read More. Jacada Blog

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The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

All Your Customers Want for the New Year is a Good Customer Experience

MaritzCX

The winter holiday season is such a great time to be with family and friends. It’s a time when we think about others and give gifts to the people we love. Everyone’s mind is on making the holiday experience perfect.

Customer Experience Mapping: How to Create Smoother, More Effortless Journeys

Comm100

Let’s be honest, companies do not send out newsletters promoting massive “wins” and provide huge commission checks when an internal team manages to “save” a customer. Their focus is usually on growing the business, and that really only happens when you gain new accounts.

10 First Steps to Improve Your Customer Experience

Comm100

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. At 22%, it is ahead of content marketing (15%), mobile (13%), personalization (11%) and social marketing (7%).

5 Ways to Break Down Digital CX Silos

MaritzCX

What are some best practices for developing a digital customer experience across silos especially when different product owners have different roadmaps? In a perfect world, all organizations would operate like a well-oiled machine.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Silos don’t have to hurt your CX, but they often do

Customer Bliss

Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years.

How Mobile is Transforming the Customer Experience

ReviewTrackers

These days, it’s hard to imagine how we ever got along without smartphones. Calculators, road maps, databases, photo albums, and even credit cards can all live in a single space the size of our hand.

Every Day Should Be CX Day

MaritzCX

An American song artist once wrote, “Every day I’m shufflin’ shufflin’ shufflin’”. Really, that sums up what customer experience (CX) should be—something you do every day. Having a pleasant CX experience isn’t a destination or goal you achieve, but rather, a mindset you have.

Customer Journey Management – it’s not just about the mapping!

ijgolding

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again!

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Southwest Airlines gets a CX kudos during Hurricane Harvey

Customer Bliss

About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the FAA shut down Hobby. What did Southwest do? Something great from a CX perspective.

How to Be 2 Steps Ahead in Anticipating Your Customer Needs

Kayako

This is a guest post from our friends over at FieldBoom. Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth.

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3 Most Important Criteria Choosing a Robotic Process Automation Solution

Jacada

Today, there’s a growing consensus that the age of robotic process automation (RPA) has arrived, capable of significantly increasing operational efficiency, thus offering clear-cut cost, performance and scalability benefits.

How to Use Continuous Improvement Strategies for Customer Experience Improvement

Comm100

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

The Human Experience (HX) – the result of all other experiences

ijgolding

There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings.

Who Really Leads Customer Experience: What Happens When Confusion Strikes

Customer Bliss

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program.

Are You Ready For The Digital Transformation?

MaritzCX

What is Digital Transformation? Where do your organization’s digital efforts stand? Are you doing all you can to differentiate yourself from your competitors? Are you truly positioned to innovate within your industry?

Donating Lunches With Inspiration Through #HashtagLunchbag

ReviewTrackers

When a group of friends in Los Angeles wanted to find a way to give back to the community, they went to a local grocery store and bought food to make 100 lunches. The friends had fun and connected with one another on a whole new level while preparing the lunches.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?