InMoment XI

DECEMBER 19, 2022

How will I act on this feedback? Missing Information: Respondents don’t have the opportunity to leave feedback in their own words on what went well and what could be improved. You will be receiving irrelevant, outdated information and the customer will also be frustrated and put off from leaving feedback.

Survey 493

Survey Customer Journeys How To Touchpoint 493

SurveySensum

DECEMBER 4, 2023

Collecting customer feedback is one thing, but understanding how to use it can take time and effort. Many businesses gather feedback but need help figuring out what to do next. So, how do you make sense of all this customer feedback and transform it into actionable improvement? Ready to dive in and make your feedback count?

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! Then, the internet was born, and online surveys were created to collect customer feedback in a timely manner.

Customer Experience 529

Customer Experience Customer Journeys Effort Score Culture 529

Centercode

MARCH 10, 2020

Your feedback forms , surveys , and project workspace are more than just boxes you tick off of your test prep checklist — they’re an essential element of your Customer Validation project’s success. There’s a very low amount of incoming feedback. You’re not getting enough of certain types of feedback.

Tools 75

Tools Engagement Survey eBook 75

Centercode

MAY 20, 2020

When you’ve recruited enthusiastic, target market testers to use your product, complete surveys, and submit feedback, you have everything you need to deliver those highly sought after recommendations for improvement. Number of testers who are submitting feedback. Percentage of testers who are submitting feedback.

Metrics 98

Metrics Engagement Measurement Survey 98

Centercode

MARCH 4, 2020

But somehow, only a fraction of your testers are submitting feedback. Bringing the right testers into your project increases both the amount and quality of the feedback you pull in during Customer Validation. ’ In the end, we had to update our recruitment to capture accurate target market feedback. Where did it go wrong?

Engagement 72

Engagement Feedback Customer Journeys eBook 72

Centercode

FEBRUARY 27, 2020

More than half of professionals are having issues securing useful feedback. It’s crucial for developing your testing culture, setting confidentiality expectations , educating your testers on how to participate in your test, directing them to the product areas where you need feedback, and much more. Sharp drop-off in feedback.

Communication 64

Communication Engagement Customer Journeys eBook 64

Centercode

MARCH 18, 2020

“The impact of recruitment , communication , and tools I understand very well — I’ve been reading your entire Engagement Workshop Series after all — but isn’t the whole point of customer testing to assess the performance of a buggy product?” . “OK hold up on a second,” you might be saying to yourself.

Engagement 52

Engagement Customer Journeys Roadmap Feedback 52

InMoment XI

MARCH 27, 2024

With online reviews, social media comments, and public customer feedback making a major impact on the reputation of automotive businesses — car dealerships, auto repair shops, service centers, parts retailers, etc. Addressing negative feedback promptly and professionally can mitigate damage to the brand’s reputation.

Automotive 260

Automotive Management Social Media Feedback 260

InMoment XI

MAY 23, 2023

Using a customer centric approach, Aegon has successfully enabled their teams to receive real-time feedback in order to drive change and as a result, are increasing customer satisfaction and accelerating growth. Making VoC a part of the entire business might seem like a bold move, but the effort is worth it.

Customer Centricity 260

Customer Centricity Culture Insurance Conference 260

CX Journey

NOVEMBER 17, 2015

Before you can bring the stakeholders into a room to begin your workshop, there are a few things you’ll need to do. It’s a starting point to get the organization putting collective heads together to outline what is already known (based on customer feedback, customer data, the fact that you are likely a customer of your own business, etc.)

Customer Journeys 104

Customer Journeys Exercises Touchpoint Guidelines 104

Centercode

APRIL 29, 2020

Securing high-quality feedback from your project is like taking a roadtrip — with the right travel companions, a thorough plan, and a map of how to get where you’re going, you have all the building blocks for success. Well-informed and excited testers who understand how to provide valuable feedback. Engagement Payoff.

Engagement 64

Engagement Travel Customer Journeys Feedback 64

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

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

Centercode

JANUARY 21, 2020

We spoke to Centercode’s CV framework architect Chris Rader , Director of Feedback Tom Peelen PMP , and Betabound’s Community Director Brad Day about the role tester enthusiasm plays in CV. That amounts to less than a third of the feedback they should be getting for their efforts. Submitting feedback.

Engagement 72

Engagement How To Feedback eBook 72

ShepHyken

APRIL 23, 2024

Feedback: When we take our car to a dealer or repair center, a mechanic hooks a computer up to the car to perform a “diagnostic check.” The computer can deliver feedback on many issues, from the electronics to how soon the brakes need to be replaced. In the business world, this is akin to the feedback your customers give you.

Customer Experience 84

Customer Experience Customer Service Training Training Advertising 84

Feedbackly

OCTOBER 12, 2018

Workshopping. We then continued in teams that had been assigned a workshop theme. The workshopping was a great success, and living together for the week made it easy to concentrate on tasks and to find time to work together in teams. If it gets too hot during the day, cool down in the pool. Just don’t bring your laptop!

Feedback 84

Feedback Software Meeting Policies 84

InMoment XI

JUNE 21, 2022

After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted. Then, the internet was born, and online surveys were created to collect customer feedback in a timely manner.

Customer Experience 260

Customer Experience Feedback Advertising Survey 260

Optimove

DECEMBER 27, 2018

Among the great feedback we received rose the repeat question – when are you going to upload the videos from your workshops to your site? The post Summarizing Optimove Connect’s 2018 Workshops appeared first on Optimove. Click here for the full conference recap. We’re looking forward to seeing you all next year.

Conference 40

Conference CRM Consulting Tips 40

Kerry Bodine

JUNE 14, 2018

Imagine you’re in the midst of a journey mapping workshop and your customers are bombarding you—in a good way—with insights about their needs and expectations. You’ll make the most of precious workshop time if the flow of information is primarily from customers to you. Plus, it jeopardizes their willingness to share honest feedback.

Customer Insights 220

Customer Insights Customer Journeys Customers Feedback 220

ShepHyken

MARCH 12, 2024

Get Feedback: There is only one way to know for sure that you’re delivering on your company’s personality experience. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Advertising 148

Advertising Customer Service Training Interaction Customer Experience 148

Thematic

JULY 23, 2018

I wanted to share with you my learnings from when our team at Thematic organized and sponsored a free 3-hour workshop on Deep Learning for Sentiment Analysis, run by Dr. Felipe Bravo-Marquez. The workshop booked out within 24hrs of announcing it and more than 40 people attended. . Felipe was joined by co-host Dr. Edison Marrese.

Analysis 54

Analysis Hotels Training Tips 54

Experience Investigators by 360Connext

APRIL 23, 2024

Often, CRM systems are the tools used to track important customer data and feedback metrics.) However, feedback alone cannot direct a strategy. This is why CX leaders must consider a future time when they are explaining a lot more than why those customer feedback scores are “good enough.” Consider this a rallying cry!

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

AWS Machine Learning

APRIL 27, 2023

In this post, we show how to incorporate human feedback on the incorrect reasoning chains for multi-hop reasoning to improve performance on these tasks. Those confident but nonsensical explanations are even more prevalent when LLMs are trained using Reinforcement Learning from Human Feedback (RLHF), where reward hacking may occur.

Feedback 67

Feedback Sports Examples Training 67

Heart of the Customer

SEPTEMBER 25, 2014

Kelly recently ran a journey mapping workshop that serves as a great case study for how customer experience tools can be used for internal clients as well as external. Some organizations use customer research, while others use workshops to help employees try on their customer’s shoes. This anonymous feedback was really eye-opening.

Customer Journeys 88

Customer Journeys Case Study Government Study 88

Centercode

MARCH 4, 2020

But somehow, only a fraction of your testers are submitting feedback. You’ve invested hours into crafting creative test topics, and you’re following best practices for a comprehensive and approachable communication strategy. Where did it go wrong? What could you do differently? Sometimes, […]

Engagement 52

Engagement Feedback Communication Strategy 52

Experience Investigators by 360Connext

DECEMBER 15, 2023

Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. Celebrate employee feedback! Hopefully, you have created a way for employees to provide feedback and ideas to improve your customer’s experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ShepHyken

FEBRUARY 27, 2024

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Survey 87

Survey Customer Satisfaction Customer Service Training Customers 87

Centercode

FEBRUARY 27, 2020

More than half of professionals are having issues securing useful feedback. Maintaining tester engagement is one of the most persistent challenges facing today’s Customer Validation (CV) professionals. In connection to this, half also reported challenges when it comes to tester communication.

Communication 52

Communication Engagement Report Feedback 52

Kerry Bodine

JUNE 20, 2017

Clients who want to bring customers into a co-creation workshop frequently ask us about the logistics—like the right incentives to get people to participate and which customers should (and shouldn’t) be invited. So what they won’t expect is for you to turn every idea voiced during a workshop into a reality.

Touchpoint 120

Touchpoint Feedback Financial Customers 120

Retently

MARCH 11, 2024

Post-event surveys are crucial for this feedback, but the real challenge is knowing the right questions to ask. A balanced mix of closed-ended and open-ended questions in post-event surveys is essential for collecting a comprehensive range of feedback, from quantitative data to qualitative insights.

Survey 119

Survey Analysis Feedback Effort Score 119

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. Imagine a world where every piece of customer data, every interaction, and every feedback converges, creating a tapestry of insights. Why Are Contact Center Analytics Essential?

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Kerry Bodine

JULY 11, 2017

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. But the purpose of inviting customers to a co-creation workshop is not to reinforce our own assumptions about their experiences and expectations. It’s to challenge those assumptions.

Customer Insights 199

Customer Insights Customer Journeys Exercises Touchpoint 199

Centercode

MAY 20, 2020

When you’ve recruited enthusiastic, target market testers to use your product, complete surveys, and submit feedback, you have everything you need to deliver those highly sought after recommendations for improvement. Strong tester participation is at the heart of every successful Customer Validation test.

Engagement 52

Engagement Metrics Survey Feedback 52

Centercode

MARCH 10, 2020

Your feedback forms, surveys, and project workspace are more than just boxes you tick off of your test prep checklist — they’re an essential element of your Customer Validation project’s success.

Tools 52

Tools Engagement Survey Feedback 52

Kerry Bodine

JULY 26, 2016

I love bringing our clients’ customers into journey mapping workshops. The answer varies a bit from workshop to workshop, but generally customers can expect to: Get paid. Our clients typically give customers a gift card ranging from $250 – $500 for participation in a full-day workshop. Have their say.

Customer Journeys 120

Customer Journeys Travel B2B Tips 120

Centercode

APRIL 29, 2020

Securing high-quality feedback from your project is like taking a roadtrip — with the right travel companions, a thorough plan, and a map of how to get where you’re going, you have all the building blocks for success.

Engagement 52

Engagement Travel Feedback Communication 52