Guest Blog: Customer Feedback Loops – 3 Examples & Strategies

ShepHyken

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? But not all feedback is customer complaints. Why the customer feedback loop is important?

Who Should Be Accountable for Customer Feedback Loops?

Kayako

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. Departments that could help improve the business end up swimming in an ocean of valuable feedback that isn’t acted upon.

Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Callminer

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail the process of delivering effective feedback.

6 Useful Examples of Apology Letters to Customers

Comm100

Here are some examples of apology letters for poor service, so that you will know what to do should your business need to respond to a similar situation. In this example, Ashley was very vague when approaching the customer’s issue. Customer Service apology letter examples

7 Samples of Feedback Forms for Customers That Actually Work

GetFeedback

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. It’s not uncommon for companies to struggle to gather feedback that is actually useful or even get enough responses.

How to Take Survey Feedback and Build an Actionable Plan

GetFeedback

Collecting survey feedback from your customers is easier now than it has ever been before. But while collecting survey feedback is simple, the real value is in actioning that feedback. Receiving actionable survey feedback. Key elements of a survey feedback action plan.

4 Principles for a Great Customer Feedback Program

CSM Magazine

If you want to deliver great customer service, you need a sold customer feedback program – one that’s based on the 4 principles outlined here. To succeed you’ll need a feedback program that keeps you on course with customer service insights while pinpointing gaps and areas to improve.

Avoiding Biased Questions: 7 Examples of Bad Survey Questions

delighted

One of the most common causes of unreliable survey feedback is the biased survey question. Customer feedback is not easy to come by, which makes every survey response all the more significant. Either way, poorly crafted survey questionnaires result in unreliable feedback and a missed opportunity to understand the customer experience. Here are 7 common examples of biased survey questions, and how to fix them for your customer experience survey.

5 Channels for Collecting Customer Feedback (that you’re probably not using)

ProProfs Blog

Collecting and responding to customer feedback is critical for any growing business. Ignoring or failing to collect feedback is like flying a plane at night without instruments: you hope you’re headed in the right direction, but you can’t really be sure. Take Elon Musk for example.

Why Machine Learning is the Hero of Customer Feedback Analysis

Mindtouch

If you’re gathering customer feedback, you know that the trouble is not in gathering feedback, but rather, getting actionable insight from the feedback you’ve gathered. Customer feedback analysis, to be precise. Even if you feel like you’re sitting on a goldmine for understanding your customer base, getting value out of your feedback can seem like a monumental task. Trying to understand overall trends and themes in your open feedback.

How to Get Customer Feedback Without a Survey

Toister Performance Solutions

I frequently use subscriber feedback to improve my Customer Service Tip of the Week email newsletter. With my newsletter, I've found I can get a lot of useful voice of customer feedback from several alternative sources. Here are five ways I collect and use voice of customer feedback.

Voice of the Customer (VoC) Feedback: Everything You Need to Know

GetFeedback

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company. Receiving Voice of the Customer feedback. This data should be heavily weighted towards Voice of the Customer feedback. Ticket feedback.

How Marketing Teams Can Use a Customer Journey Map for Better Customer Feedback

Nicereply

Chances are you’ve already got a fairly robust customer feedback system within your company—you’re paying attention to CSAT, you’ve got a thumb on the pulse of your customer effort score. How a Customer Journey Map drives Customer Feedback.

Are you maximizing your customer feedback analysis?

delighted

So you’ve done the hard work of gathering customer feedback. Now it’s time to put that data to use with some customer feedback analysis. No matter how well-executed the survey, you won’t get much use out of your feedback if you don’t analyze the results. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process. Analyzing customer feedback.

Avoiding Biased Questions: 7 Examples of Bad Survey Questions

delighted

One of the most common causes of unreliable survey feedback is the biased survey question. Customer feedback is not easy to come by, which makes every survey response all the more significant. Either way, poorly crafted survey questionnaires result in unreliable feedback and a missed opportunity to understand the customer experience. Here are 7 common examples of biased survey questions, and how to fix them for your customer experience survey.

Great Customer Experience Strategy Examples You Must Follow

Helpware

3 Examples Of Customer Experience Strategy Excellence. Allowing consumers control of their account with access to simplified pricing is a great way customer experience strategy because it saves the consumer time, money, and frustration. Create An Effective Feedback Loop.

Don’t Try This at Work: 15 Social Media Mistakes and Bad Customer Service Examples to Avoid at All Costs

Comm100

As of last year, at least 86% of Fortune 500 companies have an active Twitter account, and more than 50 million small businesses use Facebook to connect with consumers. We’ve included some real-life examples of companies that have already made these mistakes, so that you don’t have to.

Are you maximizing your customer feedback analysis?

delighted

So you’ve done the hard work of gathering customer feedback. Now it’s time to put that data to use with some customer feedback analysis. No matter how well-executed the survey, you won’t get much use out of your feedback if you don’t analyze the results. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process. Analyzing customer feedback.

Introducing QR code surveys: Get feedback wherever your customers are

delighted

Digital survey distribution methods (think email, SMS text, chat link URL, and web intercept surveys) get great response rates and high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while the experience is still fresh. QR code surveys, now available with our Link survey distribution method , extend those same exact benefits to feedback collection on real-world physical interactions. What would be the best way to ask for feedback then and there?

Top 3 Ways to Turn Customer Feedback into Customer Advocacy

AskNicely

Win New Customers — Leverage word-of-mouth marketing to build strong acquisition campaigns and create brand loyalty through real-time customer feedback. Most companies, regardless of industry or segment, often fail to take into account the actual value of a positive or negative referral. Customer Feedback is the Key. Action and Automate Customer Feedback. For example, I once had a scooter with a sticking back wheel.

3 Customer Feedback Hacks For a Stronger Loyalty Program

AskNicely

Here are three hacks you can use to ensure your program works better for you: Action Real-Time Customer Feedback. Actioning real-time customer feedback is the best way to understand your customers. Here’s a cool example: A local hotel wanted better insight into their customers’ needs. Here’s a cool example: Stitch Fix, an online subscription and personal shopping service in the United States, sends out regular offers that reward customers for sharing.

How to Use Customer Feedback Effectively

LiveChat

Gathering customer feedback seems like a no-brainer now. Businesses spend thousands on setting up various customer feedback channels: surveys, emails, reviews, rates. It definitely is if you know how to act on the customer feedback you get. Ways of gathering customer feedback.

10 Customer Survey Design Tips for Actionable Feedback

delighted

It’s a handshake and a request for feedback in your effort to continually improve your products and services, both on the front lines and behind the scenes. Since there’s any number of questions you could ask your customers, a strong survey design process is necessary to help you understand the type of feedback you’re looking for, prioritize the questions to ask, and plan for how you’ll analyze the data and share insights. Getting feedback on your product.

10 Customer Survey Design Tips for Actionable Feedback

delighted

It’s a handshake and a request for feedback in your effort to continually improve your products and services, both on the front lines and behind the scenes. Since there’s any number of questions you could ask your customers, a strong survey design process is necessary to help you understand the type of feedback you’re looking for, prioritize the questions to ask, and plan for how you’ll analyze the data and share insights. Getting feedback on your product.

5 Important Questions You Should Ask in Your Customer Feedback Survey

LiveChat

However, I understand that inexperienced entrepreneurs might think that gathering customer feedback is difficult and takes a lot of time. What’s the single biggest frustration you have experienced with your current accounting firm?”. The importance of customer feedback.

Guest Blog: How to Make Effective Customer Experience Strategies for a Software Development Company?

ShepHyken

So for this, you need to take certain pointers into account such as: Competitive insight. A few days back I happened to stumble upon an interesting example that is best suited here. Gain feedbacks in real-time – Feedbacks have always been a must!

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.).

What is Voice of Customer and How Can You Leverage It?

Totango

According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier.

Guest Blog: What Hospitality Industry Has Taught Us About Customer Service Best Practices

ShepHyken

I agree that the hospitality industry seems to be the perfect place to find excellent examples of good (and bad) business practices as well as examples of customer service. Take Delta Hotels for an example. These include accountability, honesty, integrity and respect for others.

How to Measure Net Promoter Score (NPS) With Salesforce

GetFeedback

If you’re going to house your customer data somewhere, why isn’t there an easy way to sync customer feedback to that system? Who is their account manager? GetFeedback Analytics also introduces real-time dashboards that help teams monitor feedback across surveys.).

How to Use Net Promoter Score (NPS) to Drive Growth

GetFeedback

Companies can identify which areas of business are performing well versus poorly by examining customer feedback from each phase. Their feedback can inform strategy and customer communications. Their feedback can teach you how to create more happy customers.

CRM 78

How Customer Collaboration Produces a Positive Outcome for All

Kapta

Utilizing feedback to prevent future problems is a great way to provide additional support. For example: a business buys a complicated bookshelf to assemble and sell. Instead of encountering the same problem over and over again, receiving feedback from customers that have had similar issues will allow you to provide more clarity in the very beginning. Invite representatives of your largest buyers into the conversation and ask them for feedback on your products.

Customer Experience Best Practices: Thoughts on Mobile Design

PeopleMetrics

Examples include social media, Reddit, podcasts, and car blogs. Examples include getting driving directions, checking account balances, or confirming that actor was in that movie I saw. For example, they’re small.

Are You There, Company? It's Me, Your Customer.

PeopleMetrics

Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard. So what does it take to build a successful closed loop feedback program?

10 Most Common Customer Service Complaints and How to Fix Them

Kayako

After all, if you ordered a sandwich, for example, and it was missing some of the key components that you’d expected when you ordered, you’d probably want a refund, too. Billing pages and account settings can be really confusing. Introduction.

3 Ways to Politely Reject Customer Requests

Kayako

Back to the example at the top. What I can do is put your account on hold for $5 a month and then you don’t need to cancel and re-register your membership. Passing this feedback onto your product team and incorporating it into your next product cycle.

How to scale your customer success teams

CSM Practice

Your enablement should also include shadowing your CSMs to provide specific feedback on how QBRs are handled by each individual CSM. For example, instead of having a Customer Success Manager manually send out the same email to every client, write it up as an email template.

You’re Probably Measuring Customer Satisfaction Incorrectly

Kayako

For example, Fred Reichheld, author of The Ultimate Question: Driving Good Profits and True Growth , reported that businesses that exclusively use customer satisfaction scores have a churn rate of 60-80%, even though they were satisfied or very satisfied in their last CSAT survey.

How to Track Customer Effort for Every Transaction

Kayako

Whether it’s updating account information, resolving a tricky bug or just figuring out how you use your product, needing to contact support means putting forth more effort. It might be product related, or it might be service related – all feedback is good feedback!

Is NPS outdated and irrelevant?

Ann Michaels and Associates

The example survey question is based around one idea, whether your customers like your company enough to recommend it, and often includes a few follow-up survey questions to understand why people would recommend/would not recommend your brand. For example, does the tech service division receive higher scores than the field-service department? It lacks detail and prevents organizations from actioning feedback in real time. The Pros and Cons of Net Promoter Score.