Clarabridge

DECEMBER 7, 2016

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. In many cases, there may be an issue our teams are aware of but our customer feedback analysis will reinforce the severity of the issue, prompting re-prioritization to address it. About Chris Rogers.

Feedback 81

Feedback Survey Case Study Analytics 81

Daniel Group

SEPTEMBER 23, 2021

Edward Craner, SVP of Strategy and Marketing, HOLT CAT , shares how they have transformed their company with feedback over the past 13 years. So, for some context, I joined Holt in 2008, January of 2008. ” Back then in 2008, we did some studies and we quickly came to the realization that the large customers, fantastic.

Net Promoter Score 98

Net Promoter Score Social Media Feedback Groups 98

Brandwatch CX

FEBRUARY 23, 2024

6/ Embrace Product Feedback Social media gives companies the ability to get the kind of quick, voluntary feedback they require to stay agile. Example : As early as 2008, networking giant Cisco has been using social media to launch products. Companies don’t need to analyse a million mentions to get the news they need.

B2B 59

B2B Brands Social Media Wireless 59

ijgolding

FEBRUARY 5, 2018

Linden consulted with many CEOs to determine if a measurement tool like this would be of interest – thankfully the feedback was extremely positive! In 2008, when the tool was being developed, we were very early to market with a concept along these lines. Is it really possible to measure customer culture?

Culture 264

Culture Measurement Customer Centricity Hotels 264

Brandwatch CX

FEBRUARY 23, 2024

6/ Embrace Product Feedback Social media gives companies the ability to get the kind of quick, voluntary feedback they require to stay agile. Example : As early as 2008, networking giant Cisco has been using social media to launch products. Companies don’t need to analyse a million mentions to get the news they need.

B2B 52

B2B Brands Social Media Wireless 52

ReviewTrackers

MARCH 29, 2017

In healthcare, online review sites and social media have quickly emerged as one of the most heavily used platforms giving voice to patient feedback. HCAHPS was designed to gather patient feedback about care so that healthcare consumers can compare and assess providers objectively. The history and development of HCAHPS.

Feedback 0

Feedback Survey Hospitality Healthcare 0

GetFeedback

OCTOBER 21, 2019

Galletto says that companies can start thinking more strategically about the customer experience using the following tactics: Gathering feedback through customer surveys. Companies should continuously source and capture feedback through surveys and customer satisfaction polls and outreach. Share insights across the entire organization.

Customer Experience Management 199

Customer Experience Management Strategy Customer Experience Management 199

ijgolding

MAY 11, 2016

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. It was very real.

Measurement 120

Measurement Customer Experience Company Banking 120

Lumoa

JUNE 14, 2023

Here are some handy tips to help you get started: Respond To Negative Reviews and Feedback Too many businesses squander the treasure trove of information they get from negative customer reviews, consigning it to the dustbin of unheeded customer feedback. You can still take steps to stop the rot and turn your NPS score around.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Retently

JULY 28, 2023

It was only in 2008 that the Chief Customer Officer position started being recognized as an important role within a company. Besides motivating frontline employees, though, a CXO is also responsible for having a system in place (like eNPS ) to acquire feedback from them regarding how happy they are working at the respective company.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Clarabridge

DECEMBER 7, 2016

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. In many cases, there may be an issue our teams are aware of but our customer feedback analysis will reinforce the severity of the issue, prompting re-prioritization to address it. About Chris Rogers.

Feedback 40

Feedback Survey Case Study Analytics 40

Gainsight

NOVEMBER 1, 2022

If you’re my age (or older), you probably remember exactly where you were and how you felt when the last Great Recession hit in 2008. And while the economic and geopolitical uncertainty doesn’t look like it’s going away anytime soon, I’m making a bold prediction about the future of SaaS: 2022 will not be a repeat of 2008.

B2B 52

B2B B2C Software Customer Success 52

CustomerGauge

MARCH 31, 2017

This model provides steps for measuring customer feedback and acting to quickly close the loop. These two methods were previously introduced as part of the Net Promoter Operating Model in the 2008 book Answering the Ultimate Question. In the past, many companies have employed a “heritage Net Promoter” model.

NPS 60

NPS Measurement Feedback Company 60

OpinionLab

MARCH 8, 2016

I’ll always remember a session at an Advertising Research Foundation conference in 2008 delivered to an audience of consumer research professionals in New York City. By telling you what’s on their mind in their own words, in an easy and convenient manner and then for their feedback to be acted on. How do they want to do this?

Consumers 96

Consumers Advertising Banking Survey 96

Playvox

NOVEMBER 21, 2022

UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft. A solution like Playvox Customer AI is a comprehensive way of assembling and analyzing customer feedback for themes and sentiment at scale.

Roadmap 52

Roadmap Analysis Feedback Customers 52

Customer Bliss

APRIL 11, 2017

While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. In those, customers give feedback, and Sprint responds to the feedback. He was careful not to over-survey, however — focusing more on the ability to respond to the feedback.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Helen Dewdney

AUGUST 2, 2021

I had the 2008 (amended 2014) Consumer Protection from Unfair Trading Regulations down pat. 4) If you receive service over and above good do you give feedback? Not bad, but I’m probably a bit out of date in a couple of areas. The legislation changes quite regularly. Great bit of law, that.

Social Media 76

Social Media Consumers Feedback Company 76

ShepHyken

APRIL 11, 2017

Shep feels that NPS is one of the simplest, yet most powerful feedback measurement tools. Customer feedback should be responded to in a timely matter. Too often companies push the survey out once a year and then take three months to process the feedback. Success must be measured with proper KPI’s.

Net Promoter Score 83

Net Promoter Score NPS Customer Retention CRM 83

Elevio

OCTOBER 9, 2018

Since 2008, SportsEngine has been providing the online software and apps that make it easy for anyone to run a sports organization. And without something like Elevio’s Hub, it was time consuming keeping our content updated and compatible with customer’s feedback.”. For millions of Americans, sport is at the heart of their communities.

Sports 69

Sports Self Service Trends Feedback 69

ShepHyken

JANUARY 22, 2018

For example, regarding feedback, I’m surprised at how some companies (and people) fight feedback with excuses rather than embrace it with appreciation. Capturing the essence of 2008’s demanding consumer arena, it is—surprise, surprise—all about those pesky, demanding consumers.

Customer Service 89

Customer Service Chatbots Wireless Airlines 89

Team Support

OCTOBER 8, 2020

We’re inviting TeamSupport customers to have early access to new products and give us feedback on functionality and user experience. About Eric Harrington Co-founding TeamSupport in 2008, Eric helped build what is now a global mission-critical business solution for managing customer support.

Customer relationships 59

Customer relationships Company B2C B2B 59

Confirmit

APRIL 19, 2020

History shows that every major crisis involving economic uncertainty – the Spanish Flu, World Wars, the Great Depression, and 2008’s Great Recession – has changed consumer behavior. Still, we can look to history for some hints. What long term changes can we expect in consumer expectations?

Marketing 78

Marketing Survey Entertainment Hospitality 78

Beyond Philosophy

OCTOBER 23, 2017

In 2008 he co-wrote “Nudge,” a book that argued that governments could make small changes that would “nudge” people toward desired behaviors. In fact, it is just this sort of feedback that has led top theme parks like Disney and Universal to find ways to minimize the time visitors spend waiting in lines.

Marketing 130

Marketing Consulting Government Policies 130

Customers Rock!

APRIL 14, 2010

We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. Recently on Customers Rock! Radio , I had the opportunity to have a conversation with Richard Owen, CEO of Satmetrix.

Social Media 154

Social Media Case Study Financial Banking 154

CX Journey

FEBRUARY 27, 2019

You'll want to make sure you're capturing feedback about: the latest experience (assuming you've improved the experience but haven't updated your surveys), new products and services you've introduced, and emerging customer needs and trends in the industry. Don't get Blockbuster'd. It’s more Wal-Mart and Apple."

Metrics 88

Metrics NPS Trends Financial 88

ShepHyken

NOVEMBER 6, 2020

Consumer Research is not merely asking your customers what they want; although there are some valuable insights here, they may also falsify the results because they often provide feedback on what they think they want, which doesn’t always correlate to how they spend their dollars. Primary Research. Analyze Data.

Customer Service 100

Customer Service Marketing How To Consumers 100

CX Journey

FEBRUARY 27, 2019

You'll want to make sure you're capturing feedback about: the latest experience (assuming you've improved the experience but haven't updated your surveys), new products and services you've introduced, and emerging customer needs and trends in the industry. Don't get Blockbuster'd. It’s more Wal-Mart and Apple."

Metrics 80

Metrics NPS Trends Financial 80

Chadwick Martin Bailey

NOVEMBER 25, 2020

Since 2008, LTN has been an integral part of the CMB community , with several in-person fundraising activities we look forward to year over year. It was all hands-on deck, and thanks to everyone’s feedback at CMB, we figured out a way to distribute Jared’s BBQ safety and efficiently.

Culture 52

Culture Sales Meeting Feedback 52

Qualtrics

JULY 9, 2019

A healthcare organization that sees 250,000 patients per year may have to make strategic decisions on feedback from fewer than 2,000 surveys. [3]. As Chip Kahn and Claudia Salzberg note in their recent Health Affairs blog ‘ The Next Generation of Measuring Patient Experience’ [4] ; “Technology has changed dramatically since 2008.

Healthcare 33

Healthcare Hospitality Survey Effort Score 33

BirdEye

JULY 7, 2023

Feedback chatbots: These chatbots can help you understand your customers better by collecting their feedback and reviews. As far back as 2008, the famous fast food brand introduced the innovative Domino’s Pizza Tracker. With this information, your business can improve its offerings and the overall experience.

Chatbots 96

Chatbots Customer Service Social Media Banking 96

ShepHyken

JUNE 19, 2020

An “unsupervised” AI bot has led businesses to receive sudden surges in negative feedback, bad reviews, and increased churn. If teams do not focus on creating a good experience across each and every interaction, you will lead to negative feedback, bad reviews, and increased churn. Despite the hype, commercial AI is still maturing.

Customer Service 80

Customer Service Interaction Customer Service Representative Customer Satisfaction 80

ReviewTrackers

APRIL 21, 2021

Successful brands and marketers have learned to use customer feedback from review sites in ways that drive their search engine performance, social media strategy, and consumer engagement levels. In the face of a one-star rating on Google or Facebook, your organization’s knee-jerk reaction may be to want to reject reviews altogether.

Banking 65

Banking Financial Insurance Social Media 65

InMoment XI

FEBRUARY 2, 2024

Social media facilitates real-time interaction, serves as a valuable source of customer feedback and insights, shapes your brand reputation and visibility, and can even function as a platform for market research. Hootsuite is one of today’s most widely used social media management platforms.

Social Media 295

Social Media Brands Management Analytics 295

Helen Dewdney

DECEMBER 17, 2018

The Consumer Protection from Unfair Trading Regulations 2008 t o be specific. They fed my comments back to the Spa regarding my disappointment with the new treatment, and also to the London Training team who apparently welcome all customer feedback as they were apparently “disappointed” that I felt I had been misled. So that was that.

Customer Service 54

Customer Service Course Policies Consumers 54

Kayako

OCTOBER 29, 2015

A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000. Customer feedback doesn’t make it back to your company. Customer feedback can be a goldmine for product and marketing teams.

Poor Customer Service 120

Poor Customer Service Feedback Metrics Customer Service 120

Helen Dewdney

NOVEMBER 9, 2017

The Government thought so too and there was a call for evidence from the Department for Business, Innovation & Skills for consumers to provide feedback regarding their experiences. The Consumer Protection from Unfair Trading Regulations 2008 (amended 2014) (CPUTRs).

How To 63

How To Consumers Tips Government 63

ReviewTrackers

JANUARY 1, 2018

At once the modern take on traditional word of mouth and the new standard for customer feedback , reviews can make or break a business. Facebook, the world’s biggest social networking site, is also one of the fastest-growing platforms for online reviews and customer feedback. YellowPages.com (YP). Trustpilot.

Automotive 109

Automotive Travel Hotels Healthcare 109