OpinionLab

APRIL 13, 2017

Those organizations that attempt to obtain feedback on digital interactions find that response rates are shockingly low, creating an interesting conundrum: more and more consumers are interacting with brands digitally and fewer are providing feedback. It’s harder and harder to understand the customer experience. The result?

Feedback 68

Feedback Tips Consumers Survey 68

Thematic

JANUARY 2, 2019

Leadership must be committed to improving and should regularly attend training, seminars and conferences. Allowing them the freedom to develop CX initiatives will ensure they are customer focused and invested in organizational goals. Frontline supervisors, leads and managers are a great source for ideas- one of the best IMO.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

Totango

JANUARY 23, 2020

You should look at customer metrics that link directly to the successful use of your product, such as product usage rates, feature adoption, license utilization, number of escalations, and Voice of Customer feedback and ensuring you have the necessary systems and solutions to do so at scale. Set and Celebrate Goals.

Strategy 105

Strategy Management B2B ROI 105

Totango

OCTOBER 10, 2019

Acting on customer experience feedback gives you a competitive advantage. No other enterprise has access to the information you can gather from your customers. As such, making the most of customer experience feedback is critical to your enterprise’s success. What is Customer Experience Feedback?

Feedback 63

Feedback Customer Experience How To Metrics 63

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. Working with her team of Analysts, she measures customer experience successes, gaps and friction points—and pinpoints the details of how to improve. Myra Golden is the founder of Myra Golden Seminars, LLC. Myra Golden.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. Working with her team of Analysts, she measures customer experience successes, gaps and friction points—and pinpoints the details of how to improve. Myra Golden is the founder of Myra Golden Seminars, LLC. Myra Golden.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130