Forget Customer Feedback!

Customer Bliss

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

Kayako

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.

Trending Sources

How to Get Customer Feedback the RUF Way

Kayako

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.

5 Customer Feedback Hacks: Going Beyond the Surveys

360Connext

For feedback that informs you on how to […]. The post 5 Customer Feedback Hacks: Going Beyond the Surveys appeared first on Customer Experience Consulting. Customer Engagement Customer Experience customer service Featured customer feedback innovation Intradiem surveys

Surveys Results are Great, but What About the “Untold” Feedback?

360Connext

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

10 Ways to Get Actionable Feedback from Customers (part 2)

360Connext

Asking customers for feedback is generally easy, but asking questions that spark action is not. The post 10 Ways to Get Actionable Feedback from Customers (part 2) appeared first on Customer Experience Consulting.

Voice of the Customer is More than Just Feedback Surveys

inContact

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.

How to Build an Accurate Product Roadmap with Customer Feedback

Help.com

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

Vision Critical

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.

Customer Feedback Form: 6 Keys to Success

ReviewTrackers

As part of their effort to improve customer experience , a growing number of organizations are applying various techniques for proactively collecting customer feedback. Customer Feedback Form: Helping You Create Amazing Experiences. Should My Business Have A Customer Feedback Form?

Getting Feedback from the Meh-Generation

CustomerGauge

The post Getting Feedback from the Meh-Generation appeared first on CustomerGauge.

NPS 26

Market research as a profit center: How smart companies use customer feedback to generate revenue

Vision Critical

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.

Feedback is the Engine of Improvement

Who's Your Gladys?

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.

Voice of the customer: What is a feedback loop and how can it help your brand?

NewVoiceMedia

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.

Get More out of Your Unstructured CX Feedback

MaritzCX

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 NOT to ask for customer feedback: a shocking example from Sky TV

ijgolding

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.

5 Necessities of an Effective Closed-Loop Customer Feedback Program

PeopleMetrics

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.

How to Improve the Customer Experience: Closing the Loop on Feedback

PeopleMetrics

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.

Feedback is a gift, right?

Customer Enthusiast

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?

Best Practices for Closing the Loop on Customer Feedback

Clarabridge

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

PeopleMetrics

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.

3 Ways Customer Feedback Helps CSMs Do Their Job

Amity

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.

How to Create Successful Customer Feedback Surveys

inContact

Anyone can design a customer feedback survey. If you believe any of what you just read and you have any type of customer feedback survey in place now, you are likely hurting your company’s reputation. As a valued customer, we would appreciate your feedback on your experience…”.

Customer feedback: a gift that keeps on giving

Customer Enthusiast

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.

Respond to Feedback Faster With the Qualtrics App for Slack

Qualtrics

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.

How to Best Use Customer Feedback: 3 Ways to Act on Big Data

PeopleMetrics

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.

Customer Feedback Is Worthless Without This One Critical Element

Genroe

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? […].

Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers

PeopleMetrics

If you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. Any longer, and we’d argue you're trying to do too much with one feedback channel.).

Restaurant chains discover the special sauce of Net Promoter feedback

Bain

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.

10 Ways to Get Actionable Feedback from Customers (part 1)

360Connext

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.

How to Reduce Churn: Closed Loop Feedback

ResponseTek

To conclude our series of posts on how to reduce churn, we round out our last post on the third pillar: Closed Loop Feedback. We’ve already discussed the first two pillars – real-time insights and frontline transformation, if you missed those posts, check those out here and here !

The customer feedback experience – an experience not to be taken for granted!

ijgolding

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. […].

Can We Have Innovation Without Leveraging Customer Feedback?

360Connext

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?

The Business Benefits of Customer Feedback in 60 Seconds.

Luke Brown

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.

*New* Forrester Wave: Customer Feedback Management (CFM) Platforms Q2, 2017

Forrester

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.

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.

How to Pick a Winning Customer Feedback Channel

Qualtrics

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.

Design a customer feedback strategy that doesn’t annoy customers

Forrester

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.

Three Reasons You Need Feedback to Fix Your Customer Experience

PeopleMetrics

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.

5 Reasons Why Customer Feedback Matters More Than Ever

Win the Customer

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?