Seven Steps From Traditional Research to Modern Feedback Management

MaritzCX

The move from traditional customer satisfaction research to modern customer feedback management is a big change for most firms. To make it less daunting, John Carroll of Ipsos and I studied a number of companies that have – and have not – successfully made this transition. We found seven critical steps that most firms take. View Article. General

Seven Steps From Traditional Research to Modern Feedback Management

MaritzCX

The move from traditional customer satisfaction research to modern customer feedback management is a big change for most firms. To make it less daunting, John Carroll of Ipsos and I studied a number of companies that have – and have not – successfully made this transition. We found seven critical steps that most firms take. View Article

Seven Steps From Traditional Research to Modern Feedback Management

MaritzCX

The move from traditional customer satisfaction research to modern customer feedback management is a big change for most firms. To make it less daunting, John Carroll of Ipsos and I studied a number of companies that have – and have not – successfully made this transition. We found seven critical steps that most firms take. View Article

Customer service week 2013

Very Best Service

It is customer service week 7-13 October 2013. Please make sure that you take part in this 2013 customer service week, more and more of your customers are expecting you to. Time to celebrate. Surely this week is an opportunity to communicate to your employees and customers and ask then to join in a celebration of customer service. Only a few days to go so if you have not planned ahead here are a few ideas of things you could do.

Patient Feedback: A Strategic Guide

ReviewTrackers

The Rise of Patient Feedback. Consumers are relying on feedback of previous happy (or unsatisfied) customers in order to make purchase decisions. They’re reading patient feedback to guide their healthcare decisions. Online Patient Feedback: The Facts and Numbers.

Good Agent, Bad Policy

Pretium Solutions

Recently, I stopped at a big box hardware store to purchase a residential wood chipper to help manage my five acres of forest. Listen to customer feedback via a variety of channels, including social media scraping and support event content analytics.

Customer service: could your reputation go up in smoke?

Very Best Service

Customer service reputation One critical aspect of good customer service management is to be well aware of all the smoke signals sent by customer though all available channels including social media. customer engagement customer feedback

Good Agent, Bad Policy

Pretium Solutions

Recently, I stopped at a big box hardware store to purchase a residential wood chipper to help manage my five acres of forest. Listen to customer feedback via a variety of channels, including social media scraping and support event content analytics. Today we are pleased to feature a post by guest blogger Sarah Simon.

Combatting Spam, GMB Optimization and Review Management

Grade.us

In 2013 he shifted over to local SEO. Can I speak to your manager? ". So, we get a lot of almost real-time feedback from users. They won't give you feedback on whether it's been removed or not, because you don't own the accounts.

How Banks are Improving their Complaints Management

Clarabridge

This record-breaking number was an increase of about 40% over 2013, which was the previous high. Some of these penalties are directly tied to ineffective complaints reporting and management. Having a system in place for better complaints management is the first step.

How Banks are Improving their Complaints Management

Clarabridge

This record-breaking number was an increase of about 40% over 2013, which was the previous high. Some of these penalties are directly tied to ineffective complaints reporting and management. Having a system in place for better complaints management is the first step.

The Customer Experience Technology Stack | Feedback Collection

Chattermill

The Customer Experience Technology Stack | Feedback Collection. Feedback. The Customer Experience Technology Stack | Feedback Collection. Gather feedback easily with these tools. In addition to providing both free and multi-tier paid plans for individuals, Survey Monkey released large-scale options for enterprises in 2013, meaning you’re likely to find a plan — and a price point — that’s just right for your business’ size and needs.

Why Customer Centricity is a Lot Like Painting by Number

PeopleMetrics

Embrace human nature and adjust to feedback. This is why customer feedback is so important in the execution of your strategy. Coral Springs Watertank Mural, 2013 by Community Foundation of Broward , CC BY-SA 2.0.

State of Business-to-Business Customer Experience Management

ClearAction

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? One in four B2B firms integrates customer feedback sources; 29% more are just starting this.

Customer Centricity has to be an Intrinsic Principle: an Exclusive Interview with Mr. Rohit M A, Co-Founder and Managing Director, Cloudnine

Customer Guru

Mr. Rohit is the Co-Founder and Managing Director of Cloudnine Group of Hospitals – India’s leading chain of maternity, women, and childcare service hospitals. This article is framed in a question-answer format; please feel free to share your feedback on the article too.

Focus on One Thing at a Time in Customer Experience Strategy

PeopleMetrics

In 2013, an aviation service-support client asked us to diagnose problem sources in their customer experience. Their advance input on requests would help manage customer expectations and avoid taking requests they couldn't accommodate.

Cultivating a Culture of Open Communication

Qualtrics

One of the key building blocks to creating a truly exceptional employee experience is cultivating an environment where employees feel free to both share and receive open and honest feedback. Invite people to vocalize their feedback, while also providing your thoughts as well. 2013).

How to Evolve Banking Customer Experiences for Survival

PeopleMetrics

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). Are they novice entrepreneurs learning how to manage cash flow, receivables and payroll?

Guest Blog: What Hospitality Industry Has Taught Us About Customer Service Best Practices

ShepHyken

Starting small, we continued to expand over the time period, until an inevitable problem comes as we started receiving customers’ feedback and complaints in a more regular basis. In 2013, a guest named Mike McCready tweeted that his room’s view wasn’t so nice.

Why invest in the Net Promoter Score?

Thematic

To make NPS a success you need to ensure everyone across the organisation has access to customer feedback. Gain insights from your customer feedback. The focus should be on the insights you learn from your customer feedback, and less on the actual score.

Health care mergers and acquisitions: Why patients and employees should come first

Vision Critical

Between 2009 and 2013, annual hospital deals have increased 14 percent. In 2013, the average M&A deal was valued at $224 million —a significant jump from 2007’s $42 million.

Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

During Explain Market Research’s work at this year’s NWG Innovation Festival 2018, managing director Kim Davis explained: “The topic of customer advocacy and ‘Fans for life’ is one that we recognise as being central to future proofing the success of businesses.

Customer Experience Transformation Through Proactive Engagement

ClearAction

We’ve had double digit increases in our net promoter score since we’ve transformed our program in 2013.” (I’m My view: The more holistic your practices of customer experience (CX) management, the more value you create for customers, employees, and shareholders.

5 Keys to Customer Experience for the Future

ClearAction

Yet, for customer experience (CX) managers in companies, these are the first things on their minds. Here are 5 words representing successful customer experience management (CXM) in the future: 1) Context. Exploring the Elusive ROI of Customer Experience Management.

ROI 112

NPS WTF? The Ultimate Beginners Guide

AskNicely

Essentially, NPS helps you collect, measure and use real-time customer feedback. Nielsen Consumer trust in Advertising report 2013 – full report here: [link]. Your whole team sees customer feedback in real time. Real-time customer feedback.

NPS 195

Report: Lessons in CX Excellence, 2015

Experience Matters

Activision demonstrates its commitment to creating great game player experiences in a multitude of ways, such as emphasizing the use of player feedback to identify improvement opportunities. We just published a Temkin Group report, Lessons in CX Excellence, 2015.

Report 278

The power of the recruitment process for successful brands – by Kate Baird and Jo Van Riemsdijk

ijgolding

As specialist Customer Experience recruiters we’ve dealt with many sectors across the UK over the last five years – among them financial services, utilities, publishing, education, health & wellness and facilities management.

Brands 178

Why Physicians Should Care About Online Reviews

ReviewTrackers

Online reviews and public feedback from other patients are an important research tool for healthcare consumers. . That is up from 25 percent of patients in 2013.

Hear how SureFlap opened the door to excellent customer service and impressive growth, at Customer Contact Expo

NewVoiceMedia

It was for this reason that in early 2013 we decided to bring our customer service operation in house. Now, whenever a customer calls, we have immediate access to their entire history and all of their interactions with us, as well as the ability to manage multiple languages.

The Power of Customer Listening and Reviews with Angie Hicks, Co-Founder of Angie’s List

Customer Bliss

Can you manage a B2B relationship with customer providers and consumers? Keep yourself open to change and to feedback; don’t be closed off to it. 'Keep yourself open to change and to feedback; don’t be closed off to it. Overview.

8 CX Trends for 2015 (The Year of the Employee)

Experience Matters

Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. It’s once again the time of year for me to publish my CX trends. In my post last year, I named 2014 “ The Year of Empathy.”

Trends 339

Hunter Douglas’ B2B and B2C Customer Experience Leadership with Ross Garretson

Customer Bliss

Throughout his career, Ross has had extensive experience reviewing, designing, and implementing technology systems, including a successful enterprise-wide CRM implementation to all Hunter Douglas sales and service employees in 2013. . Overview.

B2C 141

Hunter Douglas’ B2B and B2C Customer Experience Leadership with Ross Garretson

Customer Bliss

Throughout his career, Ross has had extensive experience reviewing, designing, and implementing technology systems, including a successful enterprise-wide CRM implementation to all Hunter Douglas sales and service employees in 2013. . Overview.

B2C 141

Reflecting on the Starbucks Situation: Check Your Bias at the Door

Customer Bliss

In light of the recent Starbucks incident that occurred in Philadelphia, when a store manager called the police on two black men for trespassing , I thought it relevant and important to talk about unconscious bias, and its impact on customer and employee experiences.

Taking the Pulse of the Automotive Customer Experience

ReviewTrackers

A 2013 poll commissioned by AutoTrader.com, meanwhile, found that 75 percent of the time that consumers devoted to buying a car was spent online. 3) customer relationship management (CRM) systems, 4) point-of-sale systems, and 5) social media sites.

The Effectiveness of Email Marketing Versus SMS Marketing

Grade.us

Statistic: Number of e-mail users in the United States from 2013 to 2020 (in millions) | Statista. They're doing their best to manage email on top of the other demands on their time. Request feedback. SMS: "Reaching out to our best customers (top 3%) for feedback.

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

The Netherlands-based Casengo also offers features such as Workflow management tools and unlimited Inboxes. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.”