InMoment XI

FEBRUARY 2, 2024

Major Hospitality Conglomerate Masters The Art of Engagement At the heart of one of the biggest dining, entertainment, and hospitality conglomerates in the nation lies a balanced approach to customer feedback: they’ve mastered the art of both reactive and proactive engagement.

Hospitality 260

Hospitality Call Center Retail NPS 260

AskNicely

NOVEMBER 20, 2018

So who manages the millions upon millions of daily transactions? With humble beginnings in the fitness industry, they have grown dramatically to offer billing, customer call center management, and collections in all kinds of industries. Getting feedback straight to the front line. Debitsuccess, for one.

Case Study 150

Case Study Study Net Promoter Score NPS 150

InMoment XI

OCTOBER 30, 2013

The move from traditional customer satisfaction research to modern customer feedback management is a big change for most firms. To make it less daunting, John Carroll of Ipsos and I studied a number of companies that have – and have not – successfully made this transition. We found seven critical steps that most firms take.

Feedback 200

Feedback Management Customer Satisfaction Study 200

InMoment XI

OCTOBER 30, 2013

The move from traditional customer satisfaction research to modern customer feedback management is a big change for most firms. To make it less daunting, John Carroll of Ipsos and I studied a number of companies that have – and have not – successfully made this transition. We found seven critical steps that most firms take.

Feedback 200

Feedback Management Customer Satisfaction Study 200

InMoment XI

OCTOBER 30, 2013

The move from traditional customer satisfaction research to modern customer feedback management is a big change for most firms. To make it less daunting, John Carroll of Ipsos and I studied a number of companies that have – and have not – successfully made this transition. We found seven critical steps that most firms take.

Feedback 200

Feedback Management Customer Satisfaction Study 200

GetFeedback

OCTOBER 21, 2019

A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. In response, many organizations have begun rolling out a new function called customer experience management (CXM). What is customer experience management?

Customer Experience Management 199

Customer Experience Management Strategy Customer Experience Management 199

ReviewTrackers

APRIL 8, 2022

A 2018 study from Tripadvisor revealed that an overwhelming 97 percent of respondents see online reputation management as important to their business. However, many Tripadvisor business listing managers are still lost in the dark when it comes to creating an effective reputation management strategy.

Management 123

Management Study Consumers Feedback 123

GetFeedback

APRIL 3, 2019

I am the Associate Manager of Data Analytics & Modeling for our Customer Engagement Group. The other aspect of my role is project management and system improvements. How does feedback play a role at YETI? Feedback is very important and luckily we have GetFeedback! What is your role at YETI?

Feedback 220

Feedback Omni-Channel Analytics Self Service 220

AskNicely

OCTOBER 18, 2018

Opening the NPS Playbook: Cross-functional Customer Feedback Response Workflows. Action Your Feedback. The best way to improve your score is to get your customers’ feedback. That means all of your feedback — not just the detractors. Get the 2018 NPS Benchmark Study.

NPS 150

NPS Net Promoter Score Feedback Study 150

AskNicely

APRIL 4, 2018

They rally their entire organization around customer feedback. Fleet Management Software Meets Real-Time Customer Feedback. To say the fleet management industry is complex is a massive understatement. Empowering an Entire Organization with Customer Feedback. Get the Case Study.

Net Promoter Score 150

Net Promoter Score Feedback Case Study Competitive Advantage 150

AskNicely

OCTOBER 10, 2018

Do they feel as if you listen to customer feedback? Use customer feedback to know your audience. A program of daily customer feedback in small batches at different points in the journey will give you a very clear vision of what your customers “jobs-to-be-done” are and how you help them or don’t. Ask your customers.

Feedback 150

Feedback Brands Net Promoter Score Competitive Advantage 150

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. And for that, all you need is an efficient employee feedback tool at your disposal. Understanding Employee Feedback What is Employee Feedback?

Culture 52

Culture Feedback Survey Employee Engagement 52

inSided

FEBRUARY 24, 2021

A huge part of making that happen comes down to collecting, understanding, prioritizing – and implementing – feedback from your customers. Customer feedback, when managed correctly, is what paves the way for sustainable growth. But the tricky part is creating an effective workflow.

Case Study 52

Case Study Feedback Study B2B 52

Comm100

APRIL 17, 2018

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! The Importance of Customer Feedback. How to Collect Customer Feedback.

Feedback 193

Feedback How To Roadmap Survey 193

inSided

APRIL 7, 2021

A few years back, the need for a one-to-many customer feedback model at fast-growing event management platform Bizzabo became evident. With the sign-off from the leadership team, the journey to build a scalable and transparent customer feedback process began.

Case Study 52

Case Study Feedback Study Leadership 52

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? However, a common pitfall in the feedback process is the failure to act on gathered insights, rendering valuable data unused. But how to rectify it and utilize customer feedback to its true potential? How to analyze it?

Automotive 52

Automotive NPS Feedback Case Study 52

BirdEye

JULY 24, 2023

Barclays has shown that 85% of small and medium-sized businesses say online customer feedback has benefited them. Further, Barclay estimates that optimizing for the feedback economy could yield a $3.2 All these prove why businesses need to focus more on customer feedback analysis to unlock more opportunities.

Analysis 98

Analysis Feedback Social Media Net Promoter Score 98

Happy or Not

AUGUST 11, 2023

Customer feedback data can be just as critical to your business as any other business data. A study by IBM and the Ponemon Institute reveals that the average cost of a data breach has reached a record high of US$ 4.45 Want to take advantage of appropriate security standards for your customer feedback solution?

Feedback 36

Feedback Management Data Study 36

ReviewTrackers

AUGUST 25, 2021

The use of senior care reputation management is crucial in the industry. 73 percent of people in the same research study said they would pay more for an assisted living facility with positive reviews and reputation. Senior Care Reputation Management Tips. Online reviews also have financial benefits. Be Informative. Be Thankful.

Tips 123

Tips Management Financial Study 123

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 106

Call Center Management Contact Center Wait Times 106

NobelBiz

MARCH 12, 2024

To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

SurveyGizmo

OCTOBER 11, 2017

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. As a result of having many disparate feedback systems, DFG was unable to fully service all of its customers’ needs.

Case Study 60

Case Study Study Feedback Tools 60

BirdEye

SEPTEMBER 8, 2023

That’s why online reputation management (ORM) is not just an optional strategy; it’s a necessity. Here are five tips to help you master online reputation management in the financial services sector. Table of contents What does online reputation management for financial service firms mean?

Financial 105

Financial Tips Management Social Media 105

Zonka Feedback

AUGUST 2, 2021

They not only share Feedback with people through word of mouth but also post reviews on online platforms. Studies suggest that 71% of the patients look for online reviews to find a new doctor. And now this is increasing as today's patients are becoming from aware and tech-savy.

Feedback 98

Feedback System Healthcare Hospitality 98

BlueOcean

APRIL 11, 2017

With more than 25 million customers in the US, our client’s business was completely crushing it in all areas of their core competency and growing at an extraordinary pace, but managing a contact center operation (not their core competency) within their business was becoming increasingly challenging. The Problem: . Let’s chat.

Case Study 159

Case Study Study Abandon Rate Contact Center 159

NICE inContact

OCTOBER 31, 2019

Flow is when a person is engaged in a doable task, is able to focus, has a clear goal, receives immediate feedback, moves without worrying, has a sense of control, has suspended the sense of self, and has temporarily lost a sense of time” ( Psychology Today, 2015 ). This can be done with performance management dashboards or wallboards.

Contact Center 136

Contact Center Management Call Center Sports 136

NICE inContact

JUNE 17, 2019

Studies show I am not alone in this preference. In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

Studies show I am not alone in this preference. In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites.

Analytics 136

Analytics Customer Experience Management Contact Center 136

Zonka Feedback

NOVEMBER 18, 2021

According to a study by the University of Glasgow, 75% of students said that student feedback in terms of understanding, problem areas, and course material significantly improved lectures. And while there are different ways to collect student feedback , students’ willingness to share feedback can make or break your feedback program.

Feedback 52

Feedback Tips Course Study 52

Integrity Solutions

SEPTEMBER 2, 2022

It’s about being fed up with a lack of feedback, no sense of connection to the organization, and frustration with a lack of development opportunities. Nor will they put themselves through the wringer and sacrifice their health and well-being (mental and physical) to take up the slack for understaffed and poorly managed organizations.

Management 119

Management Employee Engagement Culture Leadership 119

PeopleMetrics

AUGUST 22, 2022

They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up. Closed-loop customer feedback provides businesses with a reliable, structured approach to collecting, analyzing, and implementing the feedback they received from customer satisfaction surveys.

Feedback 71

Feedback Customer Journeys How To Survey 71

Thematic

JULY 21, 2023

This interview was first published at Upsilonit.com Anton Oparienko (COO, Upsilon): Today, I'm pleased to have Alyona Medelyan with me, the co-founder and CEO at Thematic , an innovative feedback analytics solution. Alyona: There were several companies that shared with me that they needed help analyzing NPS feedback.

Analytics 62

Analytics Feedback Net Promoter Score Chatbots 62

BirdEye

NOVEMBER 28, 2023

The company was struggling with a manual, labor-intensive process of managing its online reputation until it found a solution that marked a significant turnaround. A remarkable 49% increase in customer feedback from review sites, all within just six months. Table of contents What are the benefits of reputation management?

Industry 58

Industry Management Healthcare Hospitality 58

CSM Magazine

MARCH 13, 2024

That’s where customer success management (CSM) comes in. In this article, we’re going to explore how you can supercharge your branding efforts by leveraging the power of customer success management. Plus, hearing positive feedback from real people is often more compelling than any marketing message you could create.

Customer Success 52

Customer Success Brands Management How To 52

Centercode

SEPTEMBER 10, 2019

Back in the day, there were fewer formalized types of customer feedback. Product managers would wait weeks or even months for feedback to trickle in once the product was on the market. This makes collecting real-world feedback throughout development more vital than ever. The Big Takeaway for Product Managers.

Feedback 49

Feedback Management User Experience Touchpoint 49

Forrester's Customer Insights

MARCH 20, 2023

Fully 69% of global voice-of-the-customer (VoC) and CX measurement leaders use a customer feedback management (CFM) tool, according Forrester’s 2022 global study of these leaders. That’s about the same number as the 70% who told us that their organization believes that the VoC/CX program is vital to its continued success.

Feedback 26

Feedback Technology Management Measurement 26

CSM Magazine

JANUARY 29, 2020

They review the papers submitted from wherever they are and give feedback. School management should hold a meeting with all the stakeholders and explain the objective that certain technology is supposed to achieve. If they genuinely feel it’s not appropriate, school management should halt the implementation. Evaluation is easy.

Technology 52

Technology Study Management Policies 52