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.

Product Feedback: Ultimate Guide – How to Gather, Analyze & Share


How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. Whether your product is a vacuum cleaner, a mobile app, or a SaaS solution, product feedback should drive decision-making.

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The Ultimate Guide to Collect Product Feedback


It can be overwhelming for a business to start collecting feedback because there are so many ways you can do it and you don’t know where to start from or how to start one. We are here to help you with understanding the entire process of collecting product feedback.

How to Deal with Negative Customer Feedback When It Feels Personal


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


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.

The Beginner’s Guide to Employee Feedback Surveys


If you care about your customers, then customer feedback helps you understand their likes, dislikes, their opinion about your product, and so on. If you care about your employees, then it is imperative that you conduct employee feedback surveys as well. What is Employee Feedback?

3 things you need to do to get up to speed as a new product manager


Product management is about thinking about high level business goals, detailed user requirements and everything in between. I joined Kayako a few weeks ago as our first product manager. How does feedback get managed?

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.

Top 12 Customer Success Manager Interview Questions to consider!


Businesses are keen to hire the candidate who can exceed their expectations of a customer success manager (CSM) role. There are some basic skills in a CSM you may want to check through customer success manager interview questions. Source.

Employee feedback examples using formal, informal, and constructive techniques


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.

How to Incorporate NPS Feedback into Your Product Roadmap


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.

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


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?

Master the skills of a Client Success Manager, be wildly successful in this economy


Ever since the boom of the SaaS industry in the past decade, client success and client success manager skills has become the key strategies of the companies who want to maintain a long term relationship with their customers. This role is now widely known as customer success manager (CSM).

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


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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Spooky Review Strategies & Halloween Reputation Management Horror Stories

This Halloween, our own Garrett Sussman joined forces with Greg Gifford ( @GregGifford on twitter) and Claire Carlile of Claire Carlile Marketing ( @ClaireCarlile on twitter) to drive a stake through the heart of review management fears. Negative feedback can be hard to take!

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.

10 Best KPIs for every Sales Manager to Track Team Performance like a Pro!


Sales managers might feel as if they are getting a lot done but they will be going nowhere if they don’t measure their efforts. That’s why having KPIs is important for salespeople so that sales managers can keep them accountable. Benefits of tracking KPIs for Sales Managers.

Why Customer Lifecycle Management is Important for Enterprise Organizations


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


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.

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


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.

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.

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.

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


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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3 Ways CloudCherry Improves Customer Experiences Through Predictive Analytics


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.

3 Ways CloudCherry Improves Customer Experiences Through Predictive Analytics


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.

Stop Looking at Channels for the Best Omnichannel Experience

Experience Investigators by 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!

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.

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

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.

Empowering Your Team to Deliver Kick-Ass Customer Experience


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?

How to Identify Your Most Important Customer Touchpoints


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


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.

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


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.

Deliver on the Promise of Creating a Great Place to Work


Responsible for the entirety of the employee experience – recruiting and retaining the very best people, developing meaningful benefits and rewards programs, providing professional development, and managing day-to-day employee needs – our plates are full. Honing Your Feedback Skills.

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.