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.

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?

Why We Started Offering Account Health Checks

Amity

Account health has become a key concept here at RotaCloud, which is why we implemented account health checks as part of our onboarding process. Account health checks. We can’t check the health of an account with no data in it!

Why We Started Offering Account Health Checks

Amity

Account health has become a key concept here at RotaCloud, which is why we implemented account health checks as part of our onboarding process. Account health checks. We can’t check the health of an account with no data in it!

Customer Success Isn't Just a Feel-Good Name for Account Management

Amity

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. Customer Success is much more than just a feel-good name for Account Management.

Key Findings from our Accounting & Tax Services Study [Infographic]

PeopleMetrics

Tax season is finally over, and many accounting and tax services providers are coming back online and starting to think of how they can improve in 2019. Before trying to decipher which improvement initiative will yield the highest impact, accounting and tax service providers can skip the headache entirely by simply asking clients what they can do better next year. Our platform ingests customer feedback from any channel, including surveys and social reviews.

Enhancing Marketing Automation with Customer Feedback

GetFeedback

How customer feedback empowers marketers. Post-sale customer feedback helps companies improve service quality, product value, and Net Promoter Score. Prospect feedback can play a huge role in lead generation and nurturing, helping marketers better understand their audiences. By collecting feedback earlier in the engagement cycle, marketers can now enrich the data in Pardot with prospect feedback.

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.

8 Customer Success Blogs Every Key Account Manager Should Read

Kapta

As a key account manager, it’s vital that you engage in Customer Success content that is insightful, valuable, and relevant, giving you that competitive edge to deliver amazing service to your clients. Here are eight Customer Success blogs every key account manager should read to stay on the cutting edge of their business. We have tons of great resources for Customer Success and Account Management professionals. We welcome your 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.

Customer Success Isn't Just a Feel-Good Name For Account Management

Amity

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. Customer Success is much more than just a feel-good name for Account Management.

Collecting Customer Feedback: Too Difficult or Too Easy?

Lumoa

For some companies collecting feedback is easy. Maybe even too easy: I’ve come across a big corporation, which collects feedback, stores it somewhere and does nothing with it. Collecting feedback is too easy for them. For some companies collecting feedback is hard.

NPS: Achieving Brand Loyalty by Closing the Feedback Loop

Kayako

Paul Campillo will show you the value of choosing NPS as your next customer feedback questionairre. And I’m still amazed at how too many people and brands neglect this fundamental driver of every great business: feedback. You’re swimming in an ocean of feedback.

Types and Sources of Feedback in The Workplace [And Why It Is So Important]

CrazyCall

That’s exactly how it looks like when you don’t get feedback at work. Managers and team leaders should focus on providing constructive feedback in order to optimize the work of their employees as well as their own efforts. Why feedback in the workplace is so important.

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.

Top Pillars of a Successful Employee Feedback Survey

Satrix Solutions

But if you’re not capturing employee feedback , be it from engagement surveys, employee satisfaction surveys, or opinion-type surveys, you’re missing out. People are therefore more likely to give honest and open feedback which means better outcomes for your organization.

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.

3 reasons why you should collect and analyse customer feedback in real time 

Lumoa

How often should you collect customer feedback? This question is raised more and more often, especially now, in the “era of customer feedback”. For starters, a safe bet is sending a feedback survey for a product after 30 days of use or within a day after you provided a service.

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. We’ve seen the value of customer advocacy and how customer feedback contributes to customer advocacy.

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: My credit union shows me my credit score every time I go into my account. Want to know how you can automate your customer feedback? The post 3 Customer Feedback Hacks For a Stronger Loyalty Program appeared first on Net Promoter Score from AskNicely

How to Prepare Your Bank for Ongoing Customer Feedback and Action

PeopleMetrics

With insufficient planning and preparation, your customer feedback strategy may stumble, you may lose team members along the way, or find yourselves lost in a sea of information. While customers may be giving feedback on the frontline, the back office is an invaluable piece of the puzzle.

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.).

Framing Feedback, World Read Aloud Day & More

FreshGrade

Discussing difficult feedback with parents involving their kids can make teachers apprehensive. Edutopia offers tips for how to frame feedback in a way that is effective and honest. Dr. Rod Berger chats with Lytle ISD Superintendent Michelle Carroll Smith about making wholesale changes in her district’s accountability system so that the community is more aware of their overall successes, not just state-mandated test scores. Busy week? We’re here to help.

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.

Measuring Customer Health: A Guidance and Feedback System

Amity

The monitoring and measurement of customer health is a guidance and feedback system that provides companies with a structured and disciplined approach to customer success. There is an adage that it is difficult, if not impossible, to be all things to all people.

7 Performance Review Phrases for Better Customer Feedback

CSM Magazine

In time, with the help of a good management and positive feedback from employees, every company can achieve the best image for the brand. Remember a big part of the company’s successful image is due to a positive feedback from the customers, so never underestimate its power.

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.

Introducing Projects: Run multiple survey projects from one Delighted account

delighted

As they experience the power of customer feedback to drive actionable insights and improvement, they often want to expand to understand other parts of their customer journey. We’ve built Projects so it’s clear to account owners and admins who has access to which projects, and so that it’s easy to invite new team members to the right projects. As part of this refresh, we have elevated Integrations to the main navigation, and the Settings menu is now the Account menu.

Thanks for the feedback! Avaya and 2018 Gartner Peer Insights for UC

Avaya

I had an interesting hallway debate with one of my colleagues, Lisa, earlier this week: is it better to get positive feedback from customers or is it better to hear about their problems? For my part, I argued that positive feedback was better. That kind of feedback is pure gold.

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Customer feedback and trust; how a lack of feedback opportunities is costing the financial services industry dearly

Maru/EDR

Maru/edr research from just last month revealed 62% of consumers cite trust as the most important factor when considering which provider to open an account with. The most effective and efficient way to place customers at the heart of an organisation – and deliver against the FCA’s initiative – is through regular and consistent Voice of the Customer feedback. However, 84% of retail banking customers would be willing to provide their feedback if given the chance.

Episode 020 – Get Customer Feedback & Insights with Focus Groups - Transforming the Customer Experience

Kristina Evey

We truly appreciate you taking the time and giving your honest feedback and insight on how we at “ABC Co” can best work with you and support your goals using our services. Your feedback and suggestions will be used to shape how we work with all of our customers moving forward. Plan of action with timeline, assignments, and accountability. When people see you take their feedback seriously, they’ll be more likely to share with you in any context.

40 Customer Retention Statistics You Need to Know

GetFeedback

9 out of 10 consumers value when a business knows their account history and current activities with that company. Ask your customers for feedback. If you want to boost customer retention, ask for customer feedback —and take real action with it.

Could recent "cyber-attacks" on Sony's PSN affect customer feedback?

Customer Interactions

Today, though, the threat to individual’s personal details comes from multiple sources (I myself have had an email account hacked in order send spam emails); the most recent of which are large scale “hacks” into organisation’s databases Identity theft itself is not a new phenomenon; stories of hooded criminals searching through bin bags or a sly barman copying down a credit card number over the till have been around for years.

Customer Experience Best Practices: Change Management (2 of 2)

PeopleMetrics

Balance the customer feedback. Share early successes, and develop a regular feedback rhythm. Another approach to consider is having customers tell their stories about giving feedback and receiving a response. Put customer feedback on every agenda.

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.).

Strategic Customer Experience Action on Voice of Customer

ClearAction

They stewed over our survey results for quite a while, and, facilitated by our VP-CX, they eventually agreed on a company-wide approach to interpreting, acting on, and being accountable for progress, resolution, and prevention of issue recurrence.

Guest Blog: Rebuilding the Foundations of Customer Support in the New World of Software as a Service

ShepHyken

Actively Solicit Customer Feedback. ” response to customers can result in more feedback. Continuously Measure Performance and Perfect Feedback Loop. Read Shep’s latest Forbes Article: Nine Ways To Get Customer Feedback. .

8 Questions to Ask Voice of the Customer Vendors

PeopleMetrics

How long does it typically take to get your clients from contract to the first customer feedback invitation? How long should a transactional customer feedback survey be? Is your customer feedback management software flexible enough that we can configure the data ourselves?

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

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?