Forget Customer Feedback!
JULY 13, 2016
Congratulations – you are not alone – and you have participated in one of the most meaningless efforts in modern business — useless feedback solicitation. The 5 Myths of Evaluative Customer Feedback. What’s wrong with soliciting evaluative customer feedback?
NPS: Achieving Brand Loyalty by Closing the Feedback Loop
FEBRUARY 14, 2017
Paul Campillo will show you the value of choosing NPS as your next customer feedback questionairre. And I’m still amazed at how too many people and brands neglect this fundamental driver of every great business: feedback. You’re swimming in an ocean of feedback.
How to Get Customer Feedback the RUF Way
JUNE 23, 2016
We live in an age where customers expect to be able to give their feedback on everything almost instantly. So, it’s important to collect useful feedback from your customers to ensure they feel valued and also action their comments. Why your company needs customer feedback.
Surveys Results are Great, but What About the “Untold” Feedback?
FEBRUARY 22, 2017
Consistently gathering customer feedback is a great way to see patterns around satisfaction, loyalty and other key performance indicators, but some of the most valuable information hides beyond typical survey results. Blog Customer Experience analytics feedback linkedin surveys
How to Use Customer Feedback Effectively
MARCH 2, 2016
Gathering customer feedback seems like a no-brainer now. Businesses spend thousands on setting up various customer feedback channels: surveys, emails, reviews, rates. It definitely is if you know how to act on the customer feedback you get. Ways of gathering customer feedback.
How NOT to ask for customer feedback: a shocking example from Sky TV
DECEMBER 19, 2016
Two days ago, my wife was asked to participate in a Sky customer feedback survey. You apparently don’t respond to survey feedback anymore as the team who dealt with this work no longer exists.
Voice of the Customer is More than Just Feedback Surveys
MAY 24, 2016
For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. While surveys are a great way to get feedback, they are only the tip of the iceberg when it comes to a complete Voice of the Customer initiative.
Getting Feedback from the Meh-Generation
MARCH 31, 2017
The post Getting Feedback from the Meh-Generation appeared first on CustomerGauge.
How to Build an Accurate Product Roadmap with Customer Feedback
NOVEMBER 16, 2015
Getting valuable feedback from customers is essential in developing a product that truly fits their needs. Our team at Help has made getting customer feedback a cornerstone of our development methodology. Prior to our public board, we were using Trello to gather feedback.
5 ways customer feedback can improve your content marketing strategy
DECEMBER 15, 2016
In this blog post, we look at five ways to use customer feedback to inform cohesive, strategic and integrated content marketing strategies. Use feedback to get to know your readers, unearth their pain points and find out what they want to read more of.
Market research as a profit center: How smart companies use customer feedback to generate revenue
OCTOBER 13, 2016
In a breakout session, Amy Moore, strategic insights data manager at Kelley Blue Book, and Steve McSpiritt, market research specialist at Barnes & Noble College, revealed the steps they took to start generating revenue from customer feedback.
3 Ways Customer Feedback Helps CSMs Do Their Job
MARCH 31, 2017
I recently published a book on the role that customer feedback should play when it comes to managing a SaaS product. Even a simple thank you note when a customer submits feedback will make all the difference.
5 Necessities of an Effective Closed-Loop Customer Feedback Program
MARCH 1, 2017
If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled.
Feedback is the Engine of Improvement
Who's Your Gladys?
OCTOBER 8, 2014
360 degree feedback continuous improvement customer service training Nobody – and no company – is perfect. If you’ve read “Who’s Your Gladys?” ” then you know that we recommend a continuous improvement mindset.
The customer feedback experience – an experience not to be taken for granted!
APRIL 15, 2015
CX Measurement CX Strategy customer experience customer feedback customer surveys Net Promoter Score NPS VOC VOE voice of the customer voice of the employee voice of the process VOP Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. […].
Feedback is a gift, right?
OCTOBER 6, 2016
Instead of embracing the feedback and the common goal that the scoreboard and clock be accurate, she was defensive and appeared to resent that I had pointed out her mistakes. Have you ever been surprised by someone’s reaction to corrective feedback that you offered?
Get More out of Your Unstructured CX Feedback
MAY 26, 2015
Open-ended questions have long been a part of customer experience surveys. However, there is a massive amount of inconsistency in the way these kinds of questions are used. Some companies have a single open-ended question in their survey and keep the overall survey quite short.
How to Improve the Customer Experience: Closing the Loop on Feedback
FEBRUARY 15, 2016
If you're collecting customer feedback, maybe these two thoughts can help you keep working to improve the customer experience. We often mention the importance of closing feedback loops. When a customer provide feedback, they open a line of communication.
Best Practices for Closing the Loop on Customer Feedback
SEPTEMBER 3, 2015
Closing the loop on your customer feedback certainly doesn’t get any less important as your company grows, but it does become trickier. Triage: Some feedback needs to be addressed instantly and individually—like safety issues, legal threats, and potential churn.
How to Leverage Employee Feedback on Your Customer Experience
JULY 31, 2015
If you can tell, we’re fans of using feedback in your customer experience strategy. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers. Make sure to close the loop on employee feedback.
Voice of the customer: What is a feedback loop and how can it help your brand?
JULY 25, 2016
And one of the best ways to ensure your business meets customer expectations is through harnessing the power of feedback loops. What are feedback loops? In business, a feedback loop is a system that is created to listen and learn from your customers.
*New* Forrester Wave: Customer Feedback Management (CFM) Platforms Q2, 2017
APRIL 10, 2017
The new Forrester Wave TM : Customer Feedback Management Platforms, Q2, 2017 (paywall) is live! Enterprise feedback management. customer feedback management. Customer Experience Customer Experience Enterprise feedback management VoC cfm customer feedback management efm forrester wave voice of customerCFM platforms are part of a larger VoC vendor landscape and help CX professionals manage complexity by centralizing and automating essential VoC activities.
Respond to Feedback Faster With the Qualtrics App for Slack
JUNE 23, 2016
This integration allows organizations to be aware of feedback and information, and take action on an accelerated timeline. The core benefits of this integration include the following: Disseminating important feedback and information faster.
Customer feedback: a gift that keeps on giving
APRIL 22, 2015
Yesterday, during a phone interview, I was asked, “Why do you think company representatives choose to ignore feedback from customers – whether through Twitter, Facebook, or some other channel?”. By choosing to ignore customer feedback, company leadership is violating the simple lesson most of us learned as children from Aesop’s fable, “The Goose with the Golden Eggs.”. But there’s another reason that customer feedback is ignored: lack of trust.
Customer Feedback Is Worthless Without This One Critical Element
OCTOBER 3, 2016
Do you ever wonder what separates the organisations that really excel at customer feedback from the ones that fail dismally? Best Practices Customer Feedback ProcessWhat actually separates Zappos, Amazon, Southwest Airlines and Apple, organisations with outstanding customer loyalty, from the companies you’ve never heard of, because they are entirely forgettable? Do they have doctorate level statisticians analysing their data? […].
How to Best Use Customer Feedback: 3 Ways to Act on Big Data
JANUARY 28, 2016
But let’s get you off that cold linoleum floor and discuss how to best use customer feedback. Improving the customer experience starts with collecting customer feedback. But customer feedback turns into a lot of data quickly.
10 Ways to Get Actionable Feedback from Customers (part 1)
NOVEMBER 14, 2016
It can be a daunting task to go looking for actionable feedback. It’s great to seek customer feedback through surveys, but many typical survey questions lead the witness.
Restaurant chains discover the special sauce of Net Promoter feedback
OCTOBER 29, 2015
Sometimes they use register receipts to solicit more specific feedback through online surveys. Others put satisfaction feedback cards in with the check. Tomatina, the California Italian chain, gets feedback from about 75 guests every week.
How to Pick a Winning Customer Feedback Channel
OCTOBER 5, 2015
The metrics that spell customer experience excellence will be unique to your organization, and after you’ve identified what success means, it’s important to decide how you will collect feedback from your audience. Types of Customer Feedback Channels.
Can We Have Innovation Without Leveraging Customer Feedback?
FEBRUARY 18, 2015
Is innovation so forward-looking you can’t rely on customer feedback? Or should customer feedback be what drives everything, including innovation? Is leveraging customer feedback an essential part of the innovation process?
4 Ways Feedback Is Central to Customer Satisfaction
Win the Customer
APRIL 4, 2016
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.
Design a customer feedback strategy that doesn’t annoy customers
APRIL 19, 2016
Asking customers for feedback is one of the most direct ways to understand their experiences and needs across touchpoints. What are they going to do with my feedback anyway? I received a litany of the good, the bad, and the ugly of customer feedback designs.
The Business Benefits of Customer Feedback in 60 Seconds.
JULY 18, 2016
But sometimes a colleague will ask you to justify the Return on Investment (ROI), or maybe you’ve just forgotten quite how many are the business benefits of customer feedback. Long story short – customer feedback is the single most effective way to improve customer satisfaction.
6 Email Subject Line Strategies to Increase Your Survey Feedback
FEBRUARY 15, 2017
The post 6 Email Subject Line Strategies to Increase Your Survey Feedback appeared first on CustomerGauge. Getting people to open your emails can be a pain. And you can’t blame them: On average, an office worker will receive around 120 emails a day.
Three Reasons You Need Feedback to Fix Your Customer Experience
FEBRUARY 4, 2015
But let’s back up a bit and talk about your relationship with customer feedback. Let’s go over three reasons why customer feedback is crucial to your customer experience strategy (in no particular order). Customer feedback can validate perception and/or smash it into pieces.
Measuring Customer Health: A Guidance and Feedback System
MARCH 2, 2016
The monitoring and measurement of customer health is a guidance and feedback system that provides companies with a structured and disciplined approach to customer success. There is an adage that it is difficult, if not impossible, to be all things to all people.
5 Reasons Why Customer Feedback Matters More Than Ever
Win the Customer
OCTOBER 10, 2014
So you’ve done everything possible to satisfy your customers. You’ve exerted all efforts to better your products and customer service. You treat customers like kings and queens, and provide everything to match their wants and needs all the time. Now how do you know if your strategies are working?