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. Re)focus on the Customer.

Customer Experience Management 199

Customer Experience Management Strategy Customer Experience Management 199

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. A survey of over 3,200 random customers revealed that an overwhelming 75% would likely share their negative experiences with friends and family. That’s a huge mistake.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Clicktools

JANUARY 27, 2017

In the customer experience world, there is no shortage of acronyms representing various survey methodologies — CSAT, NPS, CES, CXi, etc. Feedback to action! So, as you examine survey methodologies, start with the end in mind. So, as you examine survey methodologies, start with the end in mind.

NPS 49

NPS Net Promoter Score Survey Effort Score 49

Customer Bliss

APRIL 11, 2017

Here, we discuss the critical factors in embedding this approach not as survey-score chasing, but business transformation. 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.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

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. She had been charged with conducting a quality audit of the survey and panel industries. Is consumer survey research on life support? Consider the 1950s.

Consumers 96

Consumers Advertising Banking Survey 96

Clarabridge

MARCH 30, 2017

Do you need to revisit your survey strategy? Are you able to connect your customer experience survey program to key business goals, like increased revenue and decreased churn? Response rates for the typical customer experience survey have been dropping over the past 20 years, from about 20% to only 2% today.

Survey 40

Survey Strategy Customer Experience Analytics 40

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. The question, however, remains, should companies continue surveying right now during the COVID-19 global pandemic?

Marketing 78

Marketing Survey Entertainment Hospitality 78

ShepHyken

APRIL 11, 2017

How can you make money by understanding the numbers behind this survey? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?” Customer feedback should be responded to in a timely matter.

Net Promoter Score 83

Net Promoter Score NPS Customer Retention CRM 83

CX Journey

FEBRUARY 27, 2019

Not that we're going to blame the survey for your consistently great scores, but how long has it been since you've revisited your surveys ? Bring in non-survey customer and industry data and insights - things that will keep you from resting on your laurels. Oh, and one more thing. This is an important consideration.

Metrics 88

Metrics NPS Trends Financial 88

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. Depending on your business, you might have access to customer support tickets, sales conversations, user reviews, survey responses, UX interviews, and many other channels.

Roadmap 52

Roadmap Analysis Feedback Customers 52

CX Journey

FEBRUARY 27, 2019

Not that we're going to blame the survey for your consistently great scores, but how long has it been since you've revisited your surveys ? Bring in non-survey customer and industry data and insights - things that will keep you from resting on your laurels. Oh, and one more thing. This is an important consideration.

Metrics 80

Metrics NPS Trends Financial 80

ReviewTrackers

APRIL 21, 2021

According to an IBM survey , only 43 percent of consumers trust the insurance industry. According to a ReviewTrackers survey, 68 percent are unlikely to decide on an insurance agent with zero reviews. Not only do reviews have the potential to either attract or drive away customers. MyBankTracker.

Banking 65

Banking Financial Insurance Social Media 65

Qualtrics

JULY 9, 2019

Since July 2007, hospitals have been required to collect, submit, and publicly report patient satisfaction surveys through HCAHPS in order to receive their full Medicare reimbursement. Unfortunately, HCAHPS surveys can only be administered through one of the following methods: Mail only. Telephone only. Mail with telephone follow-up.

Healthcare 33

Healthcare Hospitality Survey Effort Score 33

ShepHyken

JANUARY 22, 2018

The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service. Capturing the essence of 2008’s demanding consumer arena, it is—surprise, surprise—all about those pesky, demanding consumers.

Customer Service 90

Customer Service Chatbots Wireless Airlines 90

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

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

Michel Falcon Experience

AUGUST 9, 2017

I’m also going to assume that you spent a considerable amount of time and resources building the program, launching it and then heard crickets after you sent the survey to your customers because your response rate was low? I was first introduced to Net Promoter Score in 2008 when I was working for 1-800-GOT-JUNK?

Net Promoter Score 76

Net Promoter Score Social Media Video Survey 76

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 102

Customer Service Marketing How To Consumers 102

InteractionMetrics

JUNE 19, 2023

Get honest feedback to see if you’ve actually solved the customer’s problem. Then in 2008, Bruce Temkin and Jeanne Bliss founded the Customer Experience Professional Association (CXPA), establishing a body of CX practices. For many companies, CX is simply a survey, worse yet, a survey copied from somewhere else.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

Retently

OCTOBER 19, 2018

According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization. It was only in 2008 that the Chief Customer Officer position started being recognized as an important role within a company. CX survey questions. CX survey triggers.

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

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

Qualtrics

DECEMBER 11, 2018

In 2008, Starbucks launched “My Starbucks Idea,” a simple way for customers to give input into products and services, improvements, and corporate responsibilities. Starbucks is successful in large part for a simple reason: they focus on listening to customer feedback for the purpose of creating loyal customers.

NPS 22

NPS Net Promoter Score Touchpoint eBook 22

Qualtrics

JULY 29, 2020

Pre-pandemic, it was common for schools and districts to survey stakeholders once or twice a year on topics like school climate. Now, in the COVID era, things move so quickly that surveying won’t capture the rapidly evolving sentiment and the impact that each new experience has on learning and well-being outcomes. School operations.

Survey 43

Survey System Resources Groups 43

Lumoa

JANUARY 2, 2022

According to the survey, only 35% will contact a company to give it a chance to resolve the issue. The Net Promoter Score® (NPS) framework is the most commonly used survey methodologies globally and is upheld as the gold standard for customer experience metrics. In other words, launch an NPS survey. What Is a Detractor?

NPS 208

NPS Net Promoter Score How To Social Media 208

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 Hotels Travel Healthcare 109

CSM Magazine

FEBRUARY 7, 2020

According to an Ernst & Young Consumer Banking Survey , the multiple-channel experience is a crucial area for improvement among banks, direct lenders, and credit unions. Since the 2008 global financial crisis, peoples’ trust in banks, credit unions, and direct lenders withered. Build Omni-Channels for Communication.

Omni-Channel 52

Omni-Channel Customer Service Banking Financial 52

LiveChat

JANUARY 23, 2020

Collecting customer feedback. I can’t imagine a better way of collecting customer feedback than simply tuning in to what the people in the community have to say. That’s why it’s easier to get such priceless information from inside the community instead of an email survey. They are in the community because they want to be there.

Brands 69

Brands Gamification Groups Feedback 69

Stella Connect

JANUARY 19, 2018

A 2008 call center coaching study revealed that “supervisors were spending a disproportionate amount of coaching time with the small population of best and worst performers, rather than with the largest population—the mid performers who can often have the greatest potential for improvement.” Ripe for Change: Your Low Performers.

Call Center 41

Call Center Training How To Average Handle Time 41

Kitewheel

JULY 2, 2020

By connecting your website with your marketing efforts, and using customer behavior and feedback to dynamically update call center behavior, ad targeting, and more, brands can also deliver this more engaging digital experience. . Attracting Customers . Marketers should take advantage of this increased screen time to connect with consumers.

Retail 52

Retail Social Media Consumers Study 52

Gainsight

JUNE 23, 2020

My career in events started back in 2008 as a sales associate supporting sponsorship fulfillment. The biggest key takeaway from our survey results was that we needed more time in between each session and that attendees would have loved time on the agenda to network. Content Production and Delivery. Childlike Joy and Social Impact.

Hotels 88

Hotels Connections Travel Engagement 88

C Space

JULY 7, 2020

According to Gartner’s Annual CMO Spend Survey 2020 , “CMOs dismiss economic pessimism, as 73% expect COVID-19’s near-term negative impacts to be short-lived.” In fact, the majority of CMOs responding to this year’s survey believe the post-COVID-19 economic curve will be V-shaped.

Brands 52

Brands Policies Hospitality Advertising 52

Service Untitled

FEBRUARY 17, 2009

Back in March 2008, I wrote about how to measure customer satisfaction for less than $250 and got some great feedback on the article and the idea. Consider a customer satisfaction survey as an example. It takes one person at the company about 5-15 minutes to send out a survey and start getting responses.

Customer Satisfaction 40

Customer Satisfaction Exercises Software Survey 40

ProProfs Chat

MAY 15, 2020

feedback on how you’ve done and if they’re happy with you. But we all know how difficult it is to get proper customer feedback , even after you have provided good customer experience. Sure, positive feedback is always encouraging, and negative feedback rings the alarm bells. Benefits of Surveys.

Survey 64

Survey Customer Experience Effort Score Feedback 64

Qualtrics

JUNE 10, 2021

Choice architecture as a term came from a book by Richard Thaler and Cass Sunstein, Nudge: Improving Decisions about Health, Wealth, and Happiness (2008). G ive feedback. The origin of the term ‘choice architecture’. Thaler’s theory helped him win the 2017 Nobel Prize for Economics.

Transportation 26

Transportation Examples e-support Groups 26

Service Untitled

MARCH 31, 2010

Curious as I was since reading this, and since journalism and real estate both encompass miles of traveling, I intentionally stopped at various different toll booths along the Florida Turnpike yesterday and today and conducted a quick survey among the toll collectors.

Transportation 41

Transportation Travel Customer Service Training Exercises 41

LiveChat

JANUARY 23, 2020

Collecting customer feedback. I can’t imagine a better way of collecting customer feedback than simply tuning in to what the people in the community have to say. That’s why it’s easier to get such priceless information from inside the community instead of an email survey. They are in the community because they want to be there.

Brands 28

Brands Gamification Groups Feedback 28

Service Untitled

MARCH 2, 2010

In December, 2008 Wells Fargo stepped in after the government forced the sale to avoid the failure of Wachovia. When Wachovia and First Union merged, they became one of the largest personal and business banks in the US.

Banking 41

Banking Call Center Government Financial 41