The Value of Open Ended Feedback

Vision Critical

If someone asks if you like vanilla, chocolate or strawberry ice cream best – and your answer is that you don’t like any of those because you’re lactose-intolerant – you can immediately see how limiting survey questions without opportunities for open-ended feedback are.

How to Deal with Negative Customer Feedback When It Feels Personal

Kayako

The floor manager gave me a pep talk: “Don’t worry, she’s a horrible person. Though the customer had only needed one look to get under my skin, the floor manager’s words rolled right off me. Similarly, explanatory style can be beneficial in careers with a lot of negative feedback.

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Optimizing the feedback collection experience.

Employee feedback examples using formal, informal, and constructive techniques

Qualtrics

By developing our feedback muscles and making it a shared accountability to be great at delivering and receiving feedback, we can create distinctive employee experiences. Teams use many combinations of informal and formal feedback systems to connect, align, and accomplish their goals.

Customer Experience Best Practices: Change Management (1 of 2)

PeopleMetrics

Voice of the Customer software rollout is an exercise in change management—in leading the human side of change. As in any management situation, it helps to have a structured process to achieve your desired outcome. Balance the customer feedback.

200+ Survey Question Examples For Your Feedback Forms

ProProfs Chat

How to Gather Feedback. #1 In this section, we have covered sample survey questions for customer satisfaction and customer feedback. You can frame the standard customer satisfaction survey questions for your feedback forms using these sample customer satisfaction survey questions.

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. How to create a closed loop feedback system?

How to Incorporate NPS Feedback into Your Product Roadmap

Retently

Just like it’s difficult to drive to a new destination without a definite plan for how to get there, trying to build, launch and market a new product without a clear product roadmap guiding the development process is an exercise in vain. Leverage Each Category of Customer Feedback.

Your Sales Managers Are Too Busy to Read This

Integrity Solutions

Sales Effectiveness Often Starts by Understanding Why Your Sales Managers Still Aren’t Coaching Their Teams. Ask a roomful of people to raise their hands if they know that regular exercise delivers health benefits, and without fail, every hand will go up.

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How to Balance Intuition in Customer Experience Management and Sales

PeopleMetrics

If you’ve been reading our blog, you know by now that customer experience management is an exercise in perspectives. Collecting customer feedback—and in this particular scenario, prospect feedback—can help.

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Performance Management Has Evolved: Balance is Critical

North Highland

Performance management is an ongoing exercise between a supervisor and an employee to ensure that the employee is equipped to and, is in fact helping, the organization meet its goals. When structured effectively, performance management has tremendous strategic potential. Yet, from these challenges, we also believe there are several opportunities for organizations to optimize performance management by striking a balance between the old and the new.

Why Customer Lifecycle Management is Important for Enterprise Organizations

ClientSuccess

What Is Customer Lifecycle Management? Customer Lifecycle Management (sometimes referred to as “CLM”) is the process of mapping out the entire customer journey and then associating specific lifecycle stages to individual metrics. How To Get Started With Customer Lifecycle Management.

Remote Customer Service: How to Successfully Manage Teams that Work Off-site

StellaService

In other words, would building and managing a remote customer service team be worth the effort? And how can brands effectively manage performance from afar? If you’re looking to shift some of the burden of managing offsite workers, outsourcing is the way to go.

Why it’s Still Qualtrics – Vicki Tisdale – Sales Manager – Provo, UT

Qualtrics

It also allows them to help you address your gaps, so you’ve got to be open to receiving that feedback in order to grow. When I was interviewing, I’d missed meeting some key hiring managers.

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5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX

NICE inContact

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap. 4) Create a feedback mechanism. Work with the evaluators to identify how to act on the findings and create a feedback mechanism to the relevant parties.

The Commitment Quadrant

Customer Enthusiast

Over three decades of working in training and development has taught me, among other things, that many managers are skeptical about the return on investment from most training programs. diet, exercise, smoking, using sunscreen, using contraceptives, etc.).

4 Customer Centricity Lessons From My Visit to Costco

PeopleMetrics

Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. To an on-the-fence new customer, early interaction with your customer experience is an exercise in discomfort.

3 Ways CloudCherry Improves Customer Experiences Through Predictive Analytics

CloudCherry

A closed-loop customer experience management program involves five steps: * Measure – create and execute surveys to receive customer feedback. Respond – close the loop on customer feedback and improve customer experience.

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How to Leverage What You Do Right!

Service Untitled

I ultimately picked a business that did both ongoing training and solicited customer feedback. I worked with an organization that hosts a large summer day-camp every year and they do background checks on the army of volunteers they use to manage the children.

3 Ways CloudCherry Improves Customer Experiences Through Predictive Analytics

CloudCherry

A closed-loop customer experience management program involves five steps: * Measure – create and execute surveys to receive customer feedback. Respond – close the loop on customer feedback and improve customer experience.

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Stop Looking at Channels for the Best Omnichannel Experience

360Connext

In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to approach micromapping. But if mapping is handled as an exercise in channels , the experiences will continue to be disjointed, inconsistent and frustrating!

Bridge the Gap of Customer Experience Perception - Transforming the Customer Experience

Kristina Evey

Each specific situation may dictate a completely different model than another, but the key is to get the feedback from as many customers as possible to get a true feeling of how they feel your company works with them. Going through this exercise takes some planning and time, but the insight gained will be worth every bit of effort. Culture Customer Experience Management Leadership Perception

The Strategic and Tactical Roles of Customer Surveys

Bob Hayes

Customer experience (CX) improvement efforts rely heavily on the use of customer feedback. While there are many different methods of collecting this feedback, customer surveys remain a popular choice among CX professionals.

We Need to Talk About How You Coach Your Employees

Myra Golden

Most managers don’t give employees the constructive feedback they need in order to develop and grow. Some managers shy away from conflict. Why are managers so ineffective when it comes to giving constructive feedback? “My job is not to be easy on people.

How to Identify Your Most Important Customer Touchpoints

GetFeedback

But McKinsey argues that it’s nearly impossible to deliver consistent service without managing the entire buyer’s journey. Leverage customer feedback. Leveraging NPS survey data is incredibly relevant to the exercise of identifying your most important customer touchpoints. Customer feedback is the easiest way to find out what they like, what they want, and at which touchpoints they make critical buying decisions.

The Best Time of Year to Improve CX: Customer Conferences

Verint

Applying survey data and individual customer feedback to the map, we clearly identified two key areas in which we could improve CX: 1) Guest arrival and registration. We’ve given all employees designated as CX catalysts a free pass to the conference, a good way for them to build connections and gain feedback from customers. Above all, planning the conference should be more than an exercise in “finding and fixing” last year’s glitches.

What Does It Take To Be A Good Workshop Facilitator?

Kerry Bodine

We frequently host customer workshops designed to answer our clients’ burning questions about their organization’s customer experience, but we don’t do it alone—that would defeat the purpose of enabling our clients to hear and experience direct customer feedback.

How to Set Goals & Build a Strategy to Drive Customer Experience Improvement

Comm100

Nine out of ten managers confirm that customer experience is a strategic objective for increasing sales and revenue. However, most managers do not ask what the end goal is before engaging in a CX improvement project. Involving executive management and staff is crucial.

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

At PeopleMetrics, we use an exercise called touchpoint mapping to help our clients distinguish between CX and CS. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

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Empowering Your Team to Deliver Kick-Ass Customer Experience

BlueOcean

For Carol, empowering contact center agents depends upon three key factors: engagement, communication, and feedback. Providing Agent Feedback. Feedback is the post-game playback that is essential for future improvement. Quick, how many services or memberships do you subscribe to?

What is Customer Experience Improvement?

ClearAction

That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. This is the heart of customer experience management: preventing recurrence of chronic issues.

Use This Framework to Unblock Your Product Roadmap

Gainsight

Our product management team creates a list of all the product improvements, potential new features, and critical bug fixes that need to be made. Once Product Management knows all the potential work items at play, the real work begins.

Social Media Training Activities and Marketing Courses You Never Realized Your Team Needed

Comm100

The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Social media managers need in-depth, ongoing, practical training that simulates everyday work.

9 Essential Tips for Winning at Customer Success

ProProfs Chat

Every negative customer conversation should be managed as a crisis which may open up an opportunity to build strong bonds with your customer. In crisis management, this move is called “reminding.” Collect Feedback. Technology has changed communication norms for good.

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Increasing member engagement: 4 effective strategies for online community growth

Vision Critical

Online communities are now an important tool in gaining ongoing customer feedback and insight. According to Gartshore, there are five fundamental principles of community management: Membership aims to create a sense of belonging and make people feel like insiders.

How to Improve Your CX Function Through Coaching

Comm100

Many managers focus primarily on solving the problem, but they do not necessarily resolve the underlying issue. Coaching is distinct from the annual performance appraisal cycle as feedback should be more frequent and continuous. Training cannot be a one-off exercise.

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26 Tips for Improving Your First Call Resolution Rate

StellaService

Digging in to discover why your process isn’t working is a complex but valuable exercise. Speech analytics can also help by looking for indicators like, “Last time I called…” You can also use real-time, agent-level feedback requests to ask customers whether their issue was resolved.

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