Daniel Group

JUNE 23, 2022

Finding the balance between negative and positive feedback for greater success. You can’t become discouraged by or focus only on negative feedback surveys. In an effective CX program, the focus cannot be exclusively or mostly on the negative side of the service equation. and Net Promoter System?

Feedback 52

Feedback Net Promoter Score NPS Conference 52

ChurnZero

APRIL 14, 2020

This is a guest blog post by Alexa Drake from G2. But first, let’s talk about customer feedback. What is customer feedback? At its core, customer feedback is the information you receive from casual customers and loyal brand evangelists alike. Customer feedback: why should you care? Feedback vs. review.

Feedback 81

Feedback Net Promoter Score Loyalty Programs NPS 81

Comm100

MARCH 14, 2024

This blog takes a closer look at how chatbots are transforming the customer service landscape, outlining the key chatbot pros for businesses and for customers. On the other hand, this blog will also explore the chatbot cons when not correctly built and trained. Ensuring you adopt software with robust compliances is essential.

Chatbots 220

Chatbots Customer Service Training Customers 220

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. Think about all the customer feedback we see – tweets, reviews, comments, surveys. Is the feedback positive, negative, or neutral? Text analysis software categorizes these into positive, negative, and neutral, picking up on language cues and common phrases.

Analysis 394

Analysis Software Comparison Social Media 394

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback can be incredibly time-consuming.

Analysis 208

Analysis Social Media Trends Feedback 208

CSM Magazine

JULY 17, 2023

If you are a business owner that does not have a blog, it is time to change that. Now that we have that out of the way, let’s cover the most important advantages of having a blog. Later on, we will also give you some tips on how to blog effectively. Later on, we will also give you some tips on how to blog effectively.

Competitive Advantage 52

Competitive Advantage Tips Entertainment Social Media 52

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. This means making feedback opportunities easily accessible across various platforms, including social media, email, and direct surveys.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes.

How To 130

How To Chatbots Omni-Channel Social Media 130

Lumoa

JUNE 14, 2023

Or, more terrifyingly, when it’s plummeting into negative territory? In this blog post, we’ll answer all these questions and more. We’ll explore the causes and implications of a negative NPS score while providing practical advice on fixing them. Does it spell doom for your business? Well, not so fast.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. The company started out as a survey tool for academics and has grown into a multi-product feedback software.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

Comm100

DECEMBER 8, 2020

To get more information, they will need to click a lot of ‘more info’ buttons or read blog posts. They can give references to blog posts or tutorials so that potential customers can better understand how your product can help them. Negative experiences can scare customers away. They go to the home page and wander around.

Chatbots 133

Chatbots Customer Satisfaction Customer Service Representative Social Media 133

ShepHyken

AUGUST 9, 2019

First, I would encourage you to always ask for feedback especially when the experience has been so-so or even bad for a customer. I gave them my feedback, and I felt like they actually cared and will take those recommendations into account for future guests. Convert negative experiences into positive.

Hotels 118

Hotels Customer Satisfaction Social Media Customers 118

BirdEye

NOVEMBER 28, 2023

You must monitor what your customers say about you, respond to their remarks, and use their feedback to improve. In this blog, we’ll explain how to create a fool-proof restaurant reputation management process and build a 5-star online reputation. However, on the flip side, it could negatively affect your restaurant’s reputation.

Tips 108

Tips Management Social Media Feedback 108

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? Proven Methods for using Customer Feedback in Marketing 1.

Feedback 236

Feedback Marketing Social Media Effort Score 236

Lumoa

MARCH 8, 2023

Addressing Customer Feedback Is Crucial Telcos, like many companies across industries, face the common problem of having multiple channels for collecting customer feedback. For instance, when customers provide feedback on a telco’s website, only a portion is related to the website itself.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

SurveySparrow

APRIL 30, 2024

This direct feedback can reveal review sites that you might have overlooked. Response Strategy : See how competitors respond to reviews, both positive and negative. Pro Tip: Look for themes in negative reviews. You also risk missing out on feedback. Ideally, acknowledge all reviews, positive or negative, within 24 hours.

Management 52

Management How To Tips Guidelines 52

ShepHyken

MAY 31, 2019

Services such as ReputationDesk can help brands track, monitor and react to feedback across the web and social media, allowing them to use real data to shape their customer experience strategy. Use customer feedback constructively. Listen to the feedback that your customers give you online and use it to influence your next move.

Customer Experience 117

Customer Experience Touchpoint User Experience Feedback 117

BirdEye

OCTOBER 3, 2023

What do you do when someone leaves a negative review of your business online? These kinds of reactions are only natural — no one enjoys receiving negative feedback. In this blog, we’ll cover the key lessons Baer shared with Colwell on extracting value from negativity. See your haters’ feedback as a gift 3.

Customer Experience 105

Customer Experience Social Media Feedback Loyalty 105

Steve DiGioia

MAY 15, 2023

You need to be willing to listen to feedback, both positive and negative, and take action to improve your processes and procedures. By responding promptly and professionally to customer complaints and feedback, you can show your customers that you care about their experiences and are actively working to improve them.

Customer Satisfaction 182

Customer Satisfaction Social Media Loyalty Feedback 182

Lumoa

MAY 9, 2023

By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services. In This Article: Why is Sentiment Analysis on Customer Feedback Important?

Analysis 208

Analysis Feedback Customer Experience Customers 208

Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Analysis 208

Analysis Survey Feedback How To 208

Lumoa

FEBRUARY 14, 2024

In Hubspot’s 2022 State of Service Report, 85% of the customer service agents agreed customers are more likely to share both positive and negative experiences. Then, use metrics like churn rate, CSAT, and CVR to gauge which touchpoints are negatively impacting CX. How customers experience your brand is more important than ever before.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

BirdEye

MAY 1, 2023

It’s essential to not only gather this valuable feedback but also understand how to harness its power. In this blog post, we’ll teach you ways to request reviews, use them to attract more customers, and professionally handle any negative reviews. Also, be sure to address any concerns promptly. More on this later.

Examples 97

Examples Social Media Video Feedback 97

BirdEye

SEPTEMBER 11, 2023

Multi-location businesses receive unprecedented customer feedback through social media, surveys, and online reviews. Manually analyzing this feedback can be time-consuming and prone to human biases. This is the only blog you need to read to know how AI-driven customer feedback insights can increase the reputation of your business.

Feedback 107

Feedback Strategy Social Media Analysis 107

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Examples 94

Examples Feedback Strategy NPS 94

ShepHyken

AUGUST 11, 2017

Connect executives to customer feedback. In a study of 275 B2C customer experience programs , we found that programs that shared feedback directly with executives achieved Net Promoter Scores 6 points higher, on average than those that did not. Feedback must include elucidating comments, not just numbers. Here are a few tips.

Net Promoter Score 93

Net Promoter Score Customer Centricity How To Feedback 93

BirdEye

OCTOBER 12, 2023

By generating personalized responses and continuously monitoring feedback, businesses can mitigate the damage caused by negative customer reviews and use them as catalysts for improvement. This blog has the 7 strategies for managing negative customer reviews. Table of contents What is a negative customer review?

Feedback 58

Feedback Consumers Customers User Experience 58

ShepHyken

MAY 19, 2017

Respond to ALL negative reviews/comments EVERYWHERE, By responding publicly, you not only show the customer that you care, but anyone who reads that review or comment will see your commitment to service. The post Guest Blog: Speed Saves Relationships appeared first on Shep Hyken.

Social Media 73

Social Media Customer Service Consulting Customer Experience 73

ReviewTrackers

APRIL 18, 2022

In case you missed it, Google recently updated its review policy and added the following requirements: Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers. And you can’t discourage customers who had a negative experience from writing reviews of your business. What is Review-Gating?

Policies 132

Policies Guidelines Hotels Social Media 132

BirdEye

JANUARY 25, 2023

Unfortunately, negative reviews are part of doing business – and they need to be addressed early if you want to protect your company’s online reputation. In this blog post, we’ll show you how to manage one-star reviews and protect your business’s online reputation. Ask for feedback 5. Be prompt 2. Offer solutions 6.

Feedback 98

Feedback Customer Satisfaction Brands Management 98

BirdEye

DECEMBER 8, 2023

In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence. A poor corporate reputation can lead to a domino effect of negative consequences for a business. You come across a restaurant with some negative customer reviews. Would you still want to go there?

Strategy 115

Strategy Management Social Media Brands 115

Customer Bliss

AUGUST 18, 2020

Moreover, ask candidates to talk about instances where they had to convey a negative response to the customer. They also deal with negative feedback/criticism in a better manner, and are always looking to learn and improve. Read this blog post ». Read this blog post ». Read this blog post ».

Customer Service 252

Customer Service Case Study Customers Interaction 252

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. A quick tip is to examine the negative feedback. The post Guest Blog: 4 Things to Learn from a Disappointed Customer appeared first on Shep Hyken. Shep Hyken. Conflict resolution.

Poor Customer Service 109

Poor Customer Service Advertising B2B Policies 109

ShepHyken

JANUARY 12, 2018

From clients and customers commenting on our blog. Satisfactory and bad experiences will negate all the delighted customers talk about, simply because negative results usually get talked about more. No interest in customer feedback. If promises are not kept, expectations by the customer not achieved, negative experiences result.

Customer Service 95

Customer Service Policies Customers Customer Experience 95

ShepHyken

NOVEMBER 29, 2019

Before Mark Zuckerberg revolutionized online communication with Facebook, the pace of feedback traveling via word-of-mouth was slow. Brands could contain negative experiences by addressing them on a one-by-one basis. . There is instant feedback that delights the customer because it is an innovative and novel experience for them.

Technology 132

Technology Customer Experience Social Media Multi-Channel 132

ShepHyken

MARCH 23, 2018

Impact: When employees become disengaged from leadership, it leads to fear and distrust, which negatively impacts productivity, customer experience, and morale. Negative customer reviews or feedback. Impact: Stock losses, negative press, fines, lawsuits, and severely damaged customer relationships are possible.

Communication 82

Communication Leadership Airlines Social Media 82