From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights

Clarabridge

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . As a daily destination for consumers, they’re constantly receiving feedback and have been able to turn that data into actionable insights and improvements.

How Survey Feedback Improves Product Offerings at Constant Contact

Clarabridge

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis. A feedback loop is essential.

The Transparent Customer Experience: how measurement can benefit both company & customer

ijgolding

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot.

How Survey Feedback Improves Product Offerings at Constant Contact

Clarabridge

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis. A feedback loop is essential.

Monetized Net Promoter®—Tying Revenue to NPS®

CustomerGauge

This model provides steps for measuring customer feedback and acting to quickly close the loop. These two methods were previously introduced as part of the Net Promoter Operating Model in the 2008 book Answering the Ultimate Question.

What's the Difference Between NPS and Customer Engagement?

PeopleMetrics

You won't see the benefits of listening and responding to customer feedback until you get started. Paris Novembre 2008. In our last post, we covered the difference between customer satisfaction and customer effort score.

Amazing Business Radio: Adam Dorrell

ShepHyken

Shep feels that NPS is one of the simplest, yet most powerful feedback measurement tools. Customer feedback should be responded to in a timely matter. Too often companies push the survey out once a year and then take three months to process the feedback.

Future Of Marketing Wins A Nobel Prize!

Beyond Philosophy

In 2008 he co-wrote “Nudge,” a book that argued that governments could make small changes that would “nudge” people toward desired behaviors. When Richard Thaler of the University of Chicago was awarded the Nobel Prize in economic science earlier this month, he said he’d try to spend his $1.1

5 Top Customer Service Articles For the Week of January 22, 2018

ShepHyken

For example, regarding feedback, I’m surprised at how some companies (and people) fight feedback with excuses rather than embrace it with appreciation. Each week I read a number of customer service and customer experience articles from various resources.

The importance of customer culture – an interview with Chris Brown

ijgolding

Linden consulted with many CEOs to determine if a measurement tool like this would be of interest – thankfully the feedback was extremely positive! In 2008, when the tool was being developed, we were very early to market with a concept along these lines.

7 Trends That Will Shape The Future Of Customer Focused Marketing

Nicereply

A few years ago, having customer feedback concerning how good your product is and on its price could be sustainable. Getting feedback from customers whether positive or negative used to be a celebrated method of improving customer experience, however, in the digital era that’s outdated.

Is it time to revamp your customer experience survey strategy?

Clarabridge

We chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact, who uses Clarabridge to listen and act on survey feedback data. Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer experience surveys.

If It’s Called Customer Experience, Why is it All About the Company?

ClearAction

When you connect the feedback dots, you make things better for all customers, not just one at a time. An example is Suntrust Bank , who saw the financial meltdown in 2008 as an opportunity to see how they could rebuild trust with their customers.

Stop asking your customers about effort and start listening for it instead

Tethr

In 2008 when we first reported on our findings, we recommended companies use a new metric—the Customer Effort Score—to gauge the level of effort in their customer experience.

If You Don’t Know Where You’re Going…

CX Journey

Image courtesy of zert.sonstige_2008 Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 15, 2015.

The Inexpensive Survey Tool – Good or Bad for Corporate Research?

Satrix Solutions

Companies large and small are inviting feedback from their customers, and discussions about customer feedback in the C-Suite and Boardroom are more prevalent than ever. When SurveyMonkey was founded in 1999 its availability ushered in a new chapter in customer research.

On Metrics and Complacency

CX Journey

You'll want to make sure you're capturing feedback about: the latest experience (assuming you've improved the experience but haven't updated your surveys), new products and services you've introduced, and emerging customer needs and trends in the industry.

Evolution of the support rep: from outsourced to in-office

Kayako

A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000. Customer feedback doesn’t make it back to your company. Customer feedback can be a goldmine for product and marketing teams.

If It’s Called Customer Experience, Why Is It All About the Brand?

ClearAction

When you connect the feedback dots, you make things better for all customers, not just one at a time. An example is Suntrust Bank , who saw the financial meltdown in 2008 as an opportunity to see how they could rebuild trust with their customers.

B2C 68

On Metrics and Complacency

CX Journey

You'll want to make sure you're capturing feedback about: the latest experience (assuming you've improved the experience but haven't updated your surveys), new products and services you've introduced, and emerging customer needs and trends in the industry.

Customer Service Trends to Look for in 2017

Comm100

Get Onboard: Review your customer feedback from 2016 to see which touchpoints can be improved to create a more consistent customer service experience across the board. To do this, have a look at customer service feedback surveys and reports from different channels.

It's So Hard To Say Goodbye (But It Shouldn't Be)

Contact Center Geek

Customer retention is vital and getting customer feedback can give great insight into the future success of our business, but we need to allow customers to leave us. Are we capturing specific feedback about our customers’ reasons for cancelling?

Inside Customer Success: Uberflip

Amity

We’ve had a customer support team right from the founding of the company in 2008 and from the start, our support team has been wowing customers with their dedication and passion. We’ve actually been around for a few years, dating back to 2008.