Tools to Support Your Growing Customer Base

Amity

SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful.

How YETI Stays Ahead with Feedback

GetFeedback

The company’s success hails from their ability to produce need-to-have products inspired by firsthand experiences and their relentless pursuit of delivering the best customer experience. As YETI’s popularity grew, their customer base increased along with it.

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Closing the Customer Feedback Loop Done Right

SurveyGizmo

Many companies ask for customersfeedback, and they’ll spend a lot of resources on gathering data and opinions. If organized correctly, a feedback loop can be beneficial for both customers and the company. What is the Customer Feedback Loop?

6 Experts Share How They Use Customer Feedback to Build a Better Product

Gainsight

There is no shortage of feedback these days. When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. How do you work with your customer-facing teams to gather feedback?

How to Take Survey Feedback and Build an Actionable Plan

GetFeedback

Collecting survey feedback from your customers is easier now than it has ever been before. But while collecting survey feedback is simple, the real value is in actioning that feedback. Receiving actionable survey feedback. Actioning survey feedback .

Survey 195

Customer feedback across the journey – tips for a successful program

Ann Michaels and Associates

For traditional restaurant and retail companies, feedback programs can be pretty straightforward. Below are some tips to creating an optimal, efficient feedback program for businesses with many steps in the customer journey: Remember, there is no “one size fits all” feedback survey.

Hello Customer for Healthcare: Quick Feedback in Difficult Circumstances

Hello Customer

And while it was stressful for us too, it quickly became great and reassuring to see how agile some of our customers are. Setting up a new Hello Customer touchpoint is just a matter of hours. Once they're back home, a patient receives a Hello Customer survey.

NPS and Text Analytics—Customer Feedback Decoded

CustomerGauge

So…you’ve surveyed your customer base and now you have a ton of feedback. The post NPS and Text Analytics—Customer Feedback Decoded appeared first on CustomerGauge. How do you extract value from these comments?

NPS 115

Customer Feedback: The Importance of Both Positive and Negative Reviews

ChurnZero

No matter if you’re an associate or a CEO, you know how important the relationship you have with your customer is. . The rapport you keep with your customers is mission-critical to the success of your business. But first, let’s talk about customer feedback.

Three Reasons You Need Feedback to Fix Your Customer Experience

PeopleMetrics

We’ve written about why we think customer experience is the future of branding , and we’ve given you tips for transforming your workplace into one with a customer-centric culture. But let’s back up a bit and talk about your relationship with customer feedback.

3 reasons why you should collect and analyse customer feedback in real time 

Lumoa

How often should you collect customer feedback? This question is raised more and more often, especially now, in the “era of customer feedback”. Certainly, they cannot start sending long customer surveys out too often. It does not for a customer nor for the business.

Leveraging AI And Automation To Get Customer Feedback

Survicate

“Clear feedback is the cornerstone of improvement.”. Nothing is static, and in order to improvise, we need to integrate useful insights based on the feedback we have gathered. How AI & Automation Are Helping Businesses In Making Customer Feedback Analytics More Actionable?

Voice of the Customer – Gain Valuable Insights From Customer Feedback

Retently

How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. How Do You Define Voice of the Customer? Use Customer Feedback Surveys.

How to Build an Accurate Product Roadmap with Customer Feedback

Help.com

Customer experience is everything at Help.com. If our customers aren’t happy, we aren’t either. One of the most important parts of customer success at Help.com is making sure that the voice of our customer is heard and acted on. Customer Experience Customer Service

Private Equity Firms: 9 Reasons to Include Customer & Employee Feedback in the Acquisition Due Diligence Process

PeopleMetrics

If customers are the fuel, employees are the engine, and together they drive the forward trajectory of any company. The benefits of collecting customer feedback. Identify the factors that ultimately lead a customer to take action and capitalize on them.

Closing the Customer Feedback Loop: Turn Insights into Action

Retently

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.

5 Channels for Collecting Customer Feedback (that you’re probably not using)

ProProfs Chat

Collecting and responding to customer feedback is critical for any growing business. It’s a great way to make sure you’re spending time and money on improvements that will help turn your existing customers into loyal brand advocates for life. “My Customer Support

Is NPS Just Another Question In Your Customer Feedback Survey? Oops!

Customer Guru

Written by Vivek Jaiswal | Co-founder, Customer Guru. Are you adding NPS as just another question in your customer satisfaction survey? Armed with such insights, companies could act on the feedback to recover some detractors as well as upsell promoters.

NPS 104

Why is everyone talking about closed loop feedback system? Why you should too!

SurveySparrow

Getting feedback from customers is usually about collecting a bunch of data, usually just for market research and not always do you find companies making changes based on the feedback that is received, which makes it an open loop system. Identifies the customer.

Why is More Important than How In Customer Feedback

Genroe

So when you are considering investing considerable time and resources in rolling out a new customer feedback or Net Promoter® program you should make sure that why is the first question you ask as well. So employees can be confident that they are providing customer value.

Conducting Customer Feedback Research with a Single Tool [CASE STUDY]

SurveyGizmo

Denver Food Group streamlines customer feedback research with SurveyGizmo. Lewis runs much of the communications with customers, and oversees the business’s proposals, research methodology, and project management. Since its inception, DFG has provided customer feedback to its clients on products, branding, menu board designs, and all sorts of potential new concepts. The company needed a robust tool that would evolve with the business’s growing customer base.

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.

How Cathay Pacific focuses on passenger feedback to soar above the competition

Qualtrics

Customer experience is everything in the airline industry. In our latest Customer Experience Visionaries post, Walter Li, Head of Insights at Cathay Pacific , tells us how the airline is creating breakthrough customer experiences to boost customer loyalty and grow its market share.

Introducing QR code surveys: Get feedback wherever your customers are

delighted

Digital survey distribution methods (think email, SMS text, chat link URL, and web intercept surveys) get great response rates and high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while the experience is still fresh. QR code surveys, now available with our Link survey distribution method , extend those same exact benefits to feedback collection on real-world physical interactions. What would be the best way to ask for feedback then and there?

How to Alert Stakeholders to Customer Feedback Trends using Watchlist Reports

Wootric

You can get similar, automated alerts when it comes to Voice of the Customer data. As a CX practitioner, you probably log in to your customer feedback management platform periodically to make sure there are no fires to put out. 2 Alert the Product Team to Feedback Trends.

NPS 70

Financial services firms miss up to 17 million customer feedback opportunities every year

Maru/Matchbox

Customer feedback is vital for brands looking to protect and grow their market share. Understanding customer’s wants, needs and expectations means providers can better service customers through streamlined services, targeted product offerings and improved experiences.

How Companies Can Facilitate Feedback Loops and Differentiate on Support

Solvvy

Meaningfully engaging with customers should be a priority for any business, but isn’t always easy. Thankfully for CX Manager Caroline Nolan, Brooklinen is taking measurable steps to improve customer relationships and is enabling its team to interact with customers in more impactful ways. How have you seen the role of Customer Support changing over the years? We find that this approach helps our team really listen to our customers.

4 Ways Feedback Is Central to Customer Satisfaction

Win the Customer

Smart companies engage in a variety of feedback methods to get at the heart of how their business is performing. As feedback comes in, these businesses begin to gain a clearer sense of what they are doing right and what they are doing wrong.

10 Customer Survey Design Tips for Actionable Feedback

delighted

An effective customer experience survey is a conversation with your clients and customers. It’s a handshake and a request for feedback in your effort to continually improve your products and services, both on the front lines and behind the scenes. Poor survey design, on the other hand, can lead to a lack of responses, misleading or vague results, and a missed opportunity to respond to customers and grow your business. Getting feedback on your product.

10 Customer Survey Design Tips for Actionable Feedback

delighted

An effective customer experience survey is a conversation with your clients and customers. It’s a handshake and a request for feedback in your effort to continually improve your products and services, both on the front lines and behind the scenes. Poor survey design, on the other hand, can lead to a lack of responses, misleading or vague results, and a missed opportunity to respond to customers and grow your business. Getting feedback on your product.

Measuring Customer Health: A Guidance and Feedback System

Amity

For SaaS companies, it is difficult, if not impossible, to assist every customer at every point in their journey when the business is continually growing faster than resources. So what is the solution for companies that want to scale customer success?

The Importance of Collecting NPS and Gathering Feedback for the Product Team

Waypoint Group

However, as a Customer Success professional, I have learned that I have an opportunity to take the voice of the customer and be the conduit back to the product team to drive and prioritize where the focus of the product needs to be, from a customer perspective. Customer Support.

Financial services firms miss up to 17 million customer feedback opportunities every year

Maru/Matchbox

Financial Conduct Authority’s Treating Customers Fairly review. . Customer feedback is vital for brands looking to protect and grow their market share. Understanding customer’s wants, needs and expectations means providers can better service customers through streamlined services, targeted product offerings and improved experiences. And businesses who work to actively improve customer service can, and will, see revenue grow.

7 Performance Review Phrases for Better Customer Feedback

CSM Magazine

These phrases provide useful tools for conveying to employees what they are doing right and what they are doing wrong during their interactions with customers. Even though these points are sometimes over-looked, they can offer guidance to workers in their customer communications.

48 retail survey questions for the customer feedback you need

delighted

According to UBS , 40% of customers still like to experience products first-hand before purchasing, and shoppers still love the instant gratification of an in-person purchase. In fact, many companies who started their journey online, like Allbirds , Everlane, Warby Parker, and even Amazon, are now opening brick-and-mortar locations to satisfy customer needs. This new generation of customers is expecting a different kind of in-store experience. Link to a web-based survey.

40 Customer Retention Statistics You Need to Know

GetFeedback

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Customer Retention by the Numbers. Customer retention statistics: More than 6 in 10 U.S.

Lifecycle Feedback: Harnessing the Silent Majority

Customer Interactions

Fizzback boast industry-leading response rates reaching out to our clients’ customer-bases, helping them to drive by Voice of the Customer. Interactions come through what we like to call touchpoints – a moment when a customer interacts, transacts or connects with a brand. That may be buying a coffee, complaining about a phone bill or tweeting love for the iPhone.