Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. B2B CX Benchmarks Bruce Temkin Research CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Net Promoter Tech Vendors Temkin Group Research

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2017 Temkin Emotion Ratings, U.S. & UK

Experience Matters

In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. In January 2017, we surveyed 10,000 U.S. We used that feedback to calculate the Temkin Effort Ratings for 329 companies in the U.S. You can access the full datasets in the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK. 2017 Temkin Ratings 2017 UK Temkin Ratings Customer experience Emotion

How to Create a Customer Feedback Form Without Causing Friction

Kayako

Customer feedback is important for any business that wants to better themselves. We can collect feedback on virtually any aspect of our business—our customer support, our website’s usability, the effectiveness of email campaigns, you name it.

How to Create Successful Customer Feedback Surveys

NICE inContact

Anyone can design a customer feedback survey. It’s just a bunch of questions about things that you, your boss, your marketing department, and perhaps an executive or two want to know about your customers. Use words like “thank you,” “appreciate,” “valued customer.”.

New Feature Round-Up – November 2017

AskNicely

Each month, Feature Roundup will spotlight the most recent and popular improvements to our Net Promoter Score software, so you can discover easier ways to manage feedback data and truly hear the voice of your customer and quickly take the right action.

4 Mistakes You Must Avoid with Customer Feedback Surveys

Kayako

Viktor Magic will teach why it’s important to ace your next customer feedback survey and which mistakes to avoid. Done correctly, surveys can improve all departments in your business: Your product team can use them to find product-market fit and get customer feedback.

Listening to Customers Tells You Everything You Need to Know… - Transforming the Customer Experience

Kristina Evey

LISTEN to your Customers. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. LISTEN to the customer.

Top 10 business stories of 2017

Vision Critical

We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. These organizations prioritize customer insight, leveraging data and analytics in every step of their decision-making. What’s the win for the customer?”.

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Who Should Be Accountable for Customer Feedback Loops?

Kayako

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. For a product-driven business there’s much more you can be doing with that feedback!

2017 Temkin Forgiveness Ratings: Advantage Rent-A-Car and ACE Rent A Car on Top

Experience Matters

We just published the 2017 Temkin Forgiveness Ratings. It uses feedback from 10,000 U.S. 2017 Temkin Ratings Benchmarks Bruce Temkin Research Customer experience Industry Data Temkin Group Researchconsumers to rate how likely consumers are to forgive 329 organizations across 20 industries (see full list of companies (.pdf)) pdf)) after they make a mistake. You can see all of the company data on the Temkin Ratings website.

{Guest Post} Emotional Analysis Of Customer Feedback: The Missing Link

Michelli Experience

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. Emotions that matter for Customer Experience. Analysts report on various aspects of emotions that matter to Customer Experience (CX).

NPS: Achieving Brand Loyalty by Closing the Feedback Loop

Kayako

Paul Campillo will show you the value of choosing NPS as your next customer feedback questionairre. Every company wants loyal customers. Sure, sales are great, but nothing beats sales from repeat customers. You’re swimming in an ocean of feedback.

Making Customer Feedback Actionable - How Can AI Help?

Lumoa

In many companies, customer experience is measured, but the results are not actionable. The most widely used customer experience metric NPS (check what Net Promoter Score is about and how to use it for your company) actually gives all the necessary ingredients for the actionability.

Missing Customer Feedback? 9 Tips for Effectively Promoting Your Customer Satisfaction Survey

Comm100

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? Thank Your Customers.

Surveys Results are Great, but What About the “Untold” Feedback?

360Connext

Consistently gathering customer feedback is a great way to see patterns around satisfaction, loyalty and other key performance indicators, but some of the most valuable information hides beyond typical survey results. appeared first on Customer Experience Consulting.

The Gift of Negative Customer Feedback

Jacada

Every company loves positive feedback, but the truth is it’s the negative feedback that really drives the company’s long-term success. How so?

4 Ways to Consider the Customer When Gathering Feedback

MaritzCX

Until recently, my grocery store, like many other retailers, provided a web address at the bottom of the receipt and asked customers to go home, log on to the store’s website, enter in their receipt code, and provide feedback.

4 Ways to Consider the Customer When Gathering Feedback

MaritzCX

Until recently, my grocery store, like many other retailers, provided a web address at the bottom of the receipt and asked customers to go home, log on to the store’s website, enter in their receipt code, and provide feedback.

Four tips to improve customer experience with digital feedback

OpinionLab

Digital feedback has the potential to have far-reaching business impact on defining metrics, such as customer loyalty and revenue. Simply listening to what your customers have to say, and in their own words. So invite comments from your customers that encourages this insight.

*New* Forrester Wave: Customer Feedback Management (CFM) Platforms Q2, 2017

Forrester

The new Forrester Wave TM : Customer Feedback Management Platforms, Q2, 2017 (paywall) is live! Read more Categories: Customer Experience. Enterprise feedback management. customer feedback management. voice of customer. Customer Experience Customer Experience Enterprise feedback management VoC cfm customer feedback management efm forrester wave voice of customer

Winners: 2017 CX Vendor Excellence Awards

Experience Matters

Temkin Group announces the winners of its 2017 Customer Experience Vendor Excellence Awards: Clarabridge, Medallia, Qualtrics, Rant & Rave, and Root. Here are excerpts from the winners’ submissions: Clarabridge’s CX Suite helps companies understand and manage the customer experience. Customer feedback is taken in and analyzed, using Clarabridge’s advanced text analytics and sentiment analysis capabilities. […]. Congratulations!

Everything you need to know about the consumer of 2017

NewVoiceMedia

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors.

New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017

Calabrio

At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. More and more companies are realizing that the key to happy customers is happy employees.

How to Deal with Negative Customer Feedback When It Feels Personal

Kayako

Though the customer had only needed one look to get under my skin, the floor manager’s words rolled right off me. So, say you get an angry email from a customer, like this one which Kayako actually received: Pessimistic explanatory style vs optimistic explanatory style.

Chat Rating: Best Way to Get Customer Feedback

ProProfs Chat

“Your Most Unhappy Customers are Your Greatest Source of Learning”. The quality of customer service determines the future of any business, no matter the size. When customers are happy with your service, they become repeat buyers and join your “loyal” tribe. Feedback.

Tech Vendors Receive Negatively Biased Customer Feedback (B2B)

Experience Matters

As you can see in the chart below: Most share feedback inside their company. The post Tech Vendors Receive Negatively Biased Customer Feedback (B2B) appeared first on Customer Experience Matters®. Customer experience Tech VendorsWe publish an annual report that examines what consumers do after a good or bad experience.

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Why Are Customers So Rude, Stupid, Entitled? (Or Important!)

Comm100

So, what are some of the top questions being asked about customers? Typing in “Why are customers” into Google brings up four top search terms… with some telling results for everyone working within customer service. So – are customers actually rude, stupid or entitled?

3 Ways to Politely Reject Customer Requests

Kayako

As customers we hate it, so why would you straight up say “no” to a customer request? This applies to any type of customer requests you reject. How not to reject customer requests. Customer Cathy: Why!? Customer Cathy: Wow.

5 Necessities of an Effective Closed-Loop Customer Feedback Program

PeopleMetrics

If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled.

2017 Customer Experience Resolutions

ClearAction

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Why this will accelerate results: Customers want absence of issues. Customer Success — resolve to anticipate customers’ expectations.

How Negative Customer Feedback is Good for Your Business (No, Really!)

Happy or Not

Criticism or negative feedback isn’t the nicest thing to deal with in a business, right? Of course not, but the good thing about it, is that it can be turned into opportunities to improve your business processes and make your customers happier!

Why Customer Feedback is Vital to Your Business

IntouchInsight

Positive experiences are less talked about because customers expect them - and this expectation makes customers less likely to provide your brand with good feedback. Survey Customer Experience ManagementEveryone can remember a time they’ve either hung up the phone or left a store unhappy after having a bad interaction with a sales associate. That experience may have even stuck with you so much that it just popped into your head.

5 Major Reasons Why Unhappy Customers Don’t Complain

Provide Support

5 Reasons Unhappy Customers Don’t Complain. The times when customer complaints were seen as a distraction that should be eliminated are over. In fact, there might be no better way to collect direct feedback from your customers. 2003 - 2017 Provide Support LLC.

Brainshark B-B Chief Customer Officer Diane Gordon – CB42

Customer Bliss

One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. A Tech Writer As A Customer Foundation. Customers feel valued/respected.

{Guest Post} Emotional Analysis Of Customer Feedback: The Missing Link

Michelli Experience

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. Emotions that matter for Customer Experience. Analysts report on various aspects of emotions that matter to Customer Experience (CX).

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. Important Questions to Ask in Improving Customer Experience.

Local Search and Online Reviews Survey 2017

ReviewTrackers

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. This holds especially true today, when consumers are eager to validate their purchase decisions — and attempt to do so by using social media and real-time feedback from other consumers as their key resources.

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