inSided

FEBRUARY 24, 2021

This will be the third time since they launched the project in 2014. A huge part of making that happen comes down to collecting, understanding, prioritizing – and implementing – feedback from your customers. Customer feedback, when managed correctly, is what paves the way for sustainable growth. It’s the year 2018.

Case Study 52

Case Study Feedback Study B2B 52

PeopleMetrics

AUGUST 1, 2014

At PeopleMetrics we’re all about gathering customer feedback. But we aren’t just helping companies to listen to their customers – we advise them to close the loop too (that is, follow-up on the feedback – get in touch – help solve a problem if need be.). — Alton Brown (@altonbrown) July 1, 2014.

Feedback 121

Feedback Customers Video Connections 121

InMoment XI

MARCH 14, 2023

But at the end of the day, what we’ve found from our trend data since we started our CX program back in 2014 is that relationships still matter. It’s essential to give the feedback to someone who has context and insight into that culture.

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

AskNicely

SEPTEMBER 4, 2018

announces its NPS software — the perennial #1 recommended software for Customer Feedback on G2Crowd — is now on the Salesforce AppExchange. Now you can comprehensively handle NPS feedback data in Salesforce with AskNicely. Full-featured, Salesforce-integrated Customer Feedback Management. AskNicely, Inc. About AskNicely.

NPS 150

NPS Net Promoter Score Software Touchpoint 150

AskNicely

JULY 17, 2018

Collecting real-time feedback not only enables you to get a quick temperature-read on your customers, but it gives your team authentic, actionable insights that you can apply to your roadmap for quicker innovation and faster iteration cycles. Putting Customer Feedback to Work. The Business of Helping Customers Tell Stories.

Roadmap 150

Roadmap Customer Centricity Net Promoter Score Case Study 150

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

BirdEye

FEBRUARY 15, 2024

This uptick in online reviews comes after a challenging period in 2022 when the pandemic led to business slowdowns and a drop in online feedback. A prompt and thoughtful reply to reviews or feedback can demonstrate your commitment to customer service, turning even a dissatisfied reviewer into a loyal supporter over time.

Automotive 111

Automotive Healthcare Hospitality Retail 111

Retently

JUNE 4, 2018

The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. Customer feedback loop depicts the process of continuous enhancement based on the customers’ insights about the business they interact with. Fred Reichheld, Bain & Company.

Feedback 60

Feedback Net Promoter Score NPS Effort Score 60

Experience Matters

SEPTEMBER 16, 2015

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. It also includes the summary NPS scores from 2014. Download report for $695.

NPS 120

NPS Net Promoter Score Report B2B 120

Experience Matters

MARCH 26, 2015

It uses feedback from 10,000 U.S. Four industry averages increased more than one point in their Temkin Trust Ratings between 2014 and 2015: Hotels (+4.2 Eight industry averages decreased more than one point in their Temkin Trust Ratings between 2014 and 2015: Internet service (-4.6 2015 Temkin Ratings Customer experience'

Wireless 120

Wireless Banking Airlines Hotels 120

Zonka Feedback

JULY 19, 2023

Started in 2014, Hotjar offers a comprehensive suite of features, helping businesses make data-driven decisions to improve conversions and enhance the overall user journey.

User Experience 52

User Experience Data Feedback Management 52

Zonka Feedback

JULY 19, 2023

Started in 2014, Hotjar offers a comprehensive suite of features, helping businesses make data-driven decisions to improve conversions and enhance the overall user journey.

User Experience 52

User Experience Data Feedback Management 52

delighted

JUNE 21, 2019

It helps you understand the drivers behind customer decisions, provides feedback for improved experiences, and facilitates innovation and thinking for new offerings. When the Voice of the Customer comes through in real time, that feedback can change the trajectory of your business. Customer feedback collection VoC tools run the gamut.

Feedback 53

Feedback Net Promoter Score Effort Score Survey 53

Customer Interactions

JANUARY 30, 2014

Security technology is moving into the spotlight in 2014, and this goes well beyond its capabilities in the control room. In 2014 I believe we’ll begin to witness the next wave of PSIM adoption, especially within higher education and banking organizations. Here are my predictions for nine key physical security trends this year.

Trends 33

Trends Video Analytics Retail 33

Retently

MARCH 23, 2023

In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback. The chain started with 26 menu items in 1980, which increased to 121 in 2014. In 2013, McDonald’s recorded the longest waiting time at its drive-thrus.

Net Promoter Score 102

Net Promoter Score Company NPS Effort Score 102

Avaya

SEPTEMBER 2, 2016

The campaign, the Fiesta Movement, was a huge success, increasing awareness of the new vehicle—and giving Ford invaluable feedback from real users, literally the word on the street. I’m proud to say that when Avaya attended GITEX in 2014, we came prepared with a solution that did just that.

Innovation 40

Innovation Feedback Contact Center Customers 40

QuestionPro Audience

OCTOBER 2, 2018

By giving consumers the opportunity to give their feedback, Nest can tailor their products to the consumer’s needs and wants. Three years later, in 2014, Google bought the company for $3.2 Their surveys include questions about how their current products function, and what they would like changed in order to improve the product.

Brands 191

Brands Marketing Consumers Survey 191

Customer Bliss

MAY 23, 2017

LaRocca joined NYRA in 2014 from Modell’s Sporting Goods, the largest privately held sporting goods retailer in the U.S., At Modell’s, LaRocca led its successful sponsorships of the 2014 Super Bowl and the 2013 Major League Baseball All-Star Game. Sounds simplistic, but be open and be open to feedback. About Lynn.

Sports 142

Sports Customer Experience Hospitality Retail 142

GetFeedback

JUNE 12, 2019

Leverage customer feedback. In the previous section, we began by asking ourselves to make educated guesses about what our customers expect at each touchpoint; NPS survey comments help us confirm many of these hypotheses with real feedback from actual customers. Ensure that you’re collecting customer data effectively.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Monday 29th September 2014. Tuesday 30th September 2014. A review of the 2014 Customer Experience Awards – reminiscing on the fabulous event goes some way to restoring my faith and mood! I was wrong.

Customer Experience Professionals 200

Customer Experience Professionals Customer Experience Customer Centricity Customer Journeys 200

Customer Interactions

JULY 7, 2015

In the 2014 Temkin Group report, The State of Customer Experience Management, it was found that nearly six out of ten large companies want to be their industry's CX leader within three years. For instance, some offer customer satisfaction surveys to complete but don’t actually hear their customers’ free-form feedback.

Customer Satisfaction 28

Customer Satisfaction Customer Experience Management Groups Survey 28

Experience Matters

MAY 26, 2015

For the third straight year, USAA took the top spot in the 2015 Temkin Customer Service Ratings , which uses feedback from 10,000 U.S. Six industries improved between 2014 and 2015, while 13 declined. Home Depot , Ross , Marriott , and eBay led 12 companies that improved by at least 10 points between 2014 and 2015.

Customer Service 120

Customer Service Airlines Insurance Banking 120

Experience Matters

APRIL 21, 2015

It uses feedback from 10,000 U.S. US Cellular improved its Forgiveness Rating by more than any other company between 2014 and 2015, increasing its score by 29 percentage-points. In total, 43% of companies that were in both the 2014 and 2015 Forgiveness Ratings improved their score by at least one point.

Insurance 120

Insurance Airlines Banking Retail 120

GetFeedback

DECEMBER 27, 2018

Sometimes getting responses can be a difficult task, and without an effective plan for distribution, you may struggle to collect the valuable feedback your organization needs. We’ve gathered some of the best ways to distribute and promote your surveys online, so you can create a distribution plan to blow your feedback goals out of the water.

Survey 199

Survey How To Social Media Feedback 199

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

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. That’s the power of responding positively to customers’ negative feedback. To illustrate, let’s take the example of United Airlines’ reputation crisis. That’s a huge mistake.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

SurveySensum

FEBRUARY 12, 2024

Did you know that the fitness industry has grown from $84 billion in 2014 to a whopping $244 billion in 2024? Take Feedback From Clients For continuous improvement, gather customer feedback from time to time. Regularly seek feedback from your clients to create an open and transparent communication environment.

Feedback 52

Feedback Trends Roadmap Industry 52

Forrester

APRIL 14, 2015

Since the 2014 reports on the VoC vendor landscape and VoC vendor go-to-market strategies , we saw some big changes in the Customer Feedback Management (CFM) market. customer feedback management. Customer Experience Customer Experience customer feedback management voice of customer' voice of customer.

Feedback 40

Feedback Voice of Customer Management Report 40

ReviewTrackers

MAY 15, 2020

You’ll also like: “ Managing Employee Feedback: Your Keys to Success ”. 17: 69 percent of executives rate diversity and inclusion as an important issue in 2017, up about 32 percent compared to 2014. Online reviews and brand reputation matter to job seekers. Diversity, inclusion, and strong company values make a big difference.

Brands 123

Brands Employee Engagement Financial Culture 123

Experience Investigators by 360Connext

APRIL 30, 2015

Customer feedback is vital when it comes to creating the best experiences, but getting it is a challenge! I love how Michaels asks for “one last favor” because when a customer is actually willing to spend an extra moment providing feedback, it really is a HUGE favor! Added by Anne Reuss on Jan 31, 2014. Great move!

Brands 110

Brands Retail Consulting Touchpoint 110

Alida

MARCH 21, 2018

The utility company needed to rethink how it showcased its low-cost, clean energy options, and through Power Thinkers, it’s able to tap thousands of residential customers for feedback that help make decisions about new offerings and marketing communications. Better still, Alliant has improved the overall customer experience.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Experience Investigators by 360Connext

NOVEMBER 8, 2022

And if the only results are customer feedback metrics, the Chief Financial Officer starts to see dollars going INTO customer experience efforts but not returning to improve the bottom line. Customer experience is NOT a tool or technology or feedback system. Deloitte & Touche, Customer Centricity 2014 ).

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

SurveySparrow

FEBRUARY 18, 2024

The team and I spent a whole day finding the best alternatives to this customer feedback platform. Source: customerthermometer.com Customer Thermometer is a customer feedback software that makes measuring customer satisfaction simple and quick. Or perhaps, you want something new to try out. What is Customer Thermometer ? The best part?

Multi-Channel 52

Multi-Channel CRM e-support Tourism 52

Thematic

JANUARY 5, 2020

To compare the two, I used Thematic’s AI to analyze publicly available customer feedback from the Android and iOS app stores. This issue showed up 10x more frequently than in feedback about Chase. It turns out this anecdotal feedback is borne out by the data. Discover how Thematic finds insights in your feedback data.

Banking 117

Banking Poor Customer Service Feedback Report 117

ReviewTrackers

APRIL 7, 2021

In a 2014 Ernst & Young survey, respondents said reputation was a “very important” factor in deciding whether or not to trust a financial services provider. Manage online reviews, social media, and customer feedback. Be open to and properly manage employee feedback. Ethical lapses are another major source of reputation risk.

Banking 94

Banking Management How To Social Media 94

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. From waterfall to agile and beyond, the common thread is to create tightly coordinated teamwork that operates in short, feedback-led bursts. So, here’s hoping that form still runs true for this latest iteration. AI & Contact Centres.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228