GetFeedback

NOVEMBER 20, 2019

We are in a customer-centric economy, where customer opinion is held at the highest standard of value. Why social media is a gold mine of customer feedback. It’s made for making one’s opinion known to the rest of the world. Post a link to a survey on social sites and blogs. So what better place to engage your customers?

Social Media 284

Social Media Feedback Chatbots Survey 284

Beyond Philosophy

FEBRUARY 24, 2022

So here are the things we do to get what we want: Rule #1: Have an opinion. I tell my team they are paid for an opinion. Of course, the team’s view can differ from mine, but having one is essential. . Having an opinion is critical whether you are an employee or a consultant. Then, we ask them how they felt about it.

Engagement 88

Engagement Consulting ROI Course 88

Beyond Philosophy

JANUARY 19, 2020

Confirmation Bias describes how, when we have an opinion about something, we seek out information that confirms what we believe. Hearing different opinions strengthens your position, but Confirmation Bias does not allow for differing views. This group can hold onto their opinions in the face of overwhelming evidence against them.

Leadership 156

Leadership Consulting Sports Retail 156

Storyminers

SEPTEMBER 20, 2017

The store, its culture and philosophy, not to mention its award-winning design, have been a favorite case study of mine for years now. PIRCH’s biggest contribution, in my opinion, has been to wake up other retailers (and investors) to the opportunities of experiential retail. You can read it here.

Case Study 100

Case Study Retail Innovation Culture 100

Beyond Philosophy

JUNE 17, 2020

Confirmation Bias describes how, when we have an opinion about something, we seek out information that confirms what we believe. Hearing different opinions strengthens your position, but Confirmation Bias does not allow for differing views. This group can hold onto their opinions in the face of overwhelming evidence against them.

How To 120

How To Leadership Consulting Sports 120

Experience Investigators by 360Connext

MARCH 30, 2015

In case you didn’t know it, the only marketing we’ve ever done here at 360Connext is blogging , speaking and social sharing.) And I may have asked him to marry my blog. But that’s a dream of mine! Content marketing is such a big trend and for good reason! (In I’m a believer. This is a fantastic resource of a book!

Marketing 110

Marketing Social Media Consulting Leadership 110

SuiteCX

JANUARY 16, 2019

That’s where longitudinal research (minding) and data layering (mining) comes in. Same for observational or interstitial tools like Opinion Labs or Bazaar Voice. What if you could tie all of this hard work together and understand EXACTLY where things are going right – let’s do more of them – and wrong – let’s fix these. Layer those in!

Net Promoter Score 100

Net Promoter Score NPS Customer Journeys Social Media 100

ijgolding

OCTOBER 21, 2014

‘Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! Yet despite this, my opinion of their brand has not changed. Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one. Time and Effort. Now that would be nice!

Report 229

Report Customer Experience Customer Centricity Fashion 229

Brandwatch CX

JANUARY 29, 2024

Your social media platforms can be a gold mine for leads. It’s full of people looking for ways to improve their business, they’re already receptive to a blog post about improving ROI or dealing wth crises. LinkedIn users love offering up their opinions. Check out this blog post that explains what to avoid.

Social Media 98

Social Media Tips Groups Brands 98

ijgolding

MAY 10, 2018

I first started writing my blog six years ago. When customer experience is your passion; your vocation; and you have a desire to share thought, knowledge and opinion; then identifying suitable topics to write about is not particularly challenging. I stayed with a colleague of mine in a five star hotel in Nairobi.

Hotels 156

Hotels Travel Culture Customer Experience 156

GetFeedback

APRIL 8, 2019

It’s incredibly hard to stand out when there are over 4-million blog posts published daily. Being different means you need to stay ahead of your competition by creating content that is more valuable than the other 4 million blog posts out there. Start by auditing your blog content. Start by auditing your blog content.

Customer Journeys 207

Customer Journeys Analytics B2B Social Media 207

ijgolding

MARCH 28, 2017

Is there a website to stimulate blog ideas? I am regularly hit by a ‘spark’ – a word, or statement, or observation, or conversation – that leads me to mutter to myself, ‘now that will make a good blog post!’. Cue, my blogging ‘spark’! I am often asked how I can conjure up a topic to write about on a weekly basis.

Customer Experience 120

Customer Experience Customers Interaction Conference 120

Helen Dewdney

NOVEMBER 12, 2020

You’ll see throughout my consumer blog posts, that one big common factor when making the biggest and/or longest complaints is the poor communication between departments. People who are prone to wanting to give their opinions are like me! These people’s views are just as important and, dare I say it, possibly more important than mine!

Tips 79

Tips Social Media Management Feedback 79

Innovative CX

JANUARY 23, 2019

I recently posted a favorite quote of mine by Alan Turing… “Sometimes it is the people no one imagines anything of who do the things that no one can imagine”. Too often, in my opinion, we overlook the obvious when it comes to customer experience. It is as I’ve commented in previous blogs still a one-to-one relationship.

Customer Journeys 40

Customer Journeys Travel CRM Strategy 40

ijgolding

NOVEMBER 24, 2015

Followers of my blog will know that I have traveled extensively over the last four years. Only recently I was accused of being blind, a simpleton and the ‘modern day Gandhi of CX’ (their words not mine!). In 2015 alone, I have visited 20 countries in Europe, Africa and Asia.

Customer Experience 120

Customer Experience Customer Experience Professionals Airlines Consumers 120

CustomerSuccessBox

JUNE 24, 2022

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. Thus your job of mining the account ready for an upsell is sorted quickly. Upselling the right way.

Customer Success 52

Customer Success Metrics Customer Retention Strategy 52

Service Untitled

JUNE 15, 2010

Service Untitled The blog about customer service and the customer service experience. Employees should be able to voice their opinions and concerns to management without the threat of repercussions. Depending on the company policy, budget or protocol, definitive rewards keep employees striving towards the next level.

Policies 46

Policies Customer Satisfaction Loyalty Customer Retention 46

Confirmit

SEPTEMBER 15, 2019

This traditional, somewhat rigid approach remains important, but is increasingly being augmented by indirect and inferred feedback tools to capture ongoing employee perceptions, feelings, opinions and ideas.” surveys, blogs, chatrooms etc.) and in-person (e.g. 1to1 discussions with line manager, team and town hall meetings).

Exercises 40

Exercises Survey Fashion Feedback 40

ijgolding

FEBRUARY 9, 2016

What makes this even more interesting (in my opinion), is the link to human behaviours. Just recently, I was intrigued by the significant upset a Telecoms provider was causing an ex colleague of mine. I am writing this blog post in Madrid. One such experience was last year with Easyjet.

Groups 120

Groups Airlines Customers Survey 120

SurveySparrow

JULY 26, 2023

In this blog, we will delve into VOC solutions, exploring their importance, top features, benefits, and real-life applications. VOC helps businesses tap into the rich tapestry of customer opinions and experiences, providing valuable insights that shape product development, service enhancements, and overall customer satisfaction.

Voice of Customer 52

Voice of Customer Social Media Customer Journeys Competitive Advantage 52

BirdEye

MARCH 17, 2023

In this blog post, we’ll discuss why social listening matters and provide tips on making the most of your social listening efforts. The data mined from online conversations can help inform product development, pricing strategies, or marketing campaigns so that the organization is better able to meet customer expectations.

Tips 98

Tips Social Media How To Analysis 98

Bold360

OCTOBER 3, 2019

A way that provided reams of textual data that could be mined to discover ways to delight customers and convert them to lifelong advocates. The number of firms who’ve actually taken the time to mine their chat data could fit into an old-fashioned phone booth. Flash forward to today’s reality. Agent Efficiency Tools.

Self Service 40

Self Service Fashion NPS Report 40

Beyond Philosophy

AUGUST 12, 2021

My expectations and anticipation are because of the Halo Effect, and, just like mine did for Apple, it influences people’s impression of you. . However, Halo Effects can also be harmful, leading people to align their bad opinion of your Customer Experience with their general disapproval of everything you do now and in the future. .

Hotels 88

Hotels Sports Examples Brands 88

iCiDIGITAL

MAY 18, 2018

If the term is unfamiliar, the HIPPO is the “Highest Paid Person’s Opinion”. I have seen HIPPOs re-rack wireframes based on their opinion about what customers want, jam the stock ticker in the header to please Wall Street analysts, and reorder site navigation or change navigation labels to match internal structure. Enter the HIPPO.

Customer Experience Design 45

Customer Experience Design Customer Experience How To User Experience 45

inmoment

AUGUST 1, 2018

With each call, AI can help decode customer thoughts, sentiments, and opinions about the interaction with the call center agent. After analysis, AI then can store all of this data specific to each agent and mine it for trends and other insights. AI-powered humans essentially have information about their customer at their fingertips.

Contact Center 40

Contact Center Call Center Analysis Feedback 40

Doing CX Right

JULY 24, 2019

Having worked in Corporate America leading customer experience for many years, I have an opinion about this topic, which I share on The Future of Field Services Podcast. She has her own blog, which is DoingCXRight.com, and talks about all topics related to customer experience. SHOULD NPS SCORES BE TIED TO EMPLOYEE BONUSES?

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

Grade.us

APRIL 16, 2019

Where others might sit down with blogs and websites written by other SEO professionals, Bill goes straight to the source, mining patent requests for insights about what Google and other companies driving the world of search are up to. Carmen: Are there blogs you recommend? Webmaster Central, the AI blog post.

Industry 55

Industry Consulting Case Study Study 55

ClientSuccess

JUNE 19, 2019

Our suggestion is to use your user’s existing data – a gold mine if you ask us – and create passionate-yet-personable emails for your customers. Contrary to popular opinion, conducting follow-ups is not a hard act to follow (pun intended). ” How will this help? Serious Follow-Ups for a Sustainable Front-Runner.

Customer Retention 73

Customer Retention Strategy e-support Loyalty 73

SurveySensum

FEBRUARY 14, 2024

It’s like a gold mine of insights that can propel your business to new heights. In this blog, we’re going to delve into the best employee feedback tools. Custom Polling : Tailor polls to gauge team opinions on specific projects throughout the year. But how do we do that? Through Employee Feedback , of course!

Tools 52

Tools Feedback Analysis Survey 52

Tricia Morris

MAY 13, 2016

The report goes on to say that when consumers trust a company, people are more likely to buy their product (68%), recommend them to a friend or colleague (59%), share positive opinions online (41%), defend the company against criticism (38%), and even pay more (37%). Enhancing the availability of 24/7 service and support.

Self Service 40

Self Service Customer Service Knowledge Base Consumers 40

Thematic

DECEMBER 19, 2018

For example in customer feedback: We’ve also heard sentiment analysis being referred to (less commonly) as opinion mining and emotion AI. You might also have your own, preconceived opinions about the topic at hand, and all of this, can influence how you interpret the text you need to analyze. Why sentiment analysis is needed.

Analysis 63

Analysis Examples Social Media Measurement 63

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. It is, in my opinion, the heir apparent to the printing press insofar as enriching one’s own knowledge is concerned. Some would say that I’m still kind of a web 1.0

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. It is, in my opinion, the heir apparent to the printing press insofar as enriching one’s own knowledge is concerned. Some would say that I’m still kind of a web 1.0

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. It is, in my opinion, the heir apparent to the printing press insofar as enriching one’s own knowledge is concerned. Some would say that I’m still kind of a web 1.0

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. It is, in my opinion, the heir apparent to the printing press insofar as enriching one’s own knowledge is concerned. Some would say that I’m still kind of a web 1.0

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. It is, in my opinion, the heir apparent to the printing press insofar as enriching one’s own knowledge is concerned. Some would say that I’m still kind of a web 1.0

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. It is, in my opinion, the heir apparent to the printing press insofar as enriching one’s own knowledge is concerned. Some would say that I’m still kind of a web 1.0

Gamification 40

Gamification B2B Guidelines Government 40