customer sure

FEBRUARY 10, 2022

I enjoy being asked to give feedback by a company…. This last week I’ve received two requests to give feedback to two companies I’ve just had dealings with. Which makes completing their surveys very difficult as I would have to make some answers up. The ultimate example of co-creation. Except for this week.

Feedback 62

Feedback Surveys Consulting Consulting 62

Beyond Philosophy

AUGUST 21, 2020

For example, writing “I loved it,” or “I hated it,” gets the message out quickly without a lot of supporting reasons why. The challenge with feedback and reviews is they are frequently solicited but infrequently completed. It also means that you don’t get a representative sample of surveys.

Transportation 450

Transportation Surveys Consulting Consulting 450

GetFeedback

AUGUST 2, 2018

Have you ever sent a survey and realized, after the fact, that your questions were confusing or misleading? And while bad survey questions aren’t the end of the world, they can easily muddy your data and derail your business decisions. Examples of Bad Survey Questions. It happens to everyone at some point.

Surveys 96

Surveys Construction Consulting Consulting 96

Satrix Solutions

JUNE 10, 2020

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. After all, how can you create the experiences which will establish advocates for your products and services if you don’t have feedback from your customers?

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Surveys Feedback SaaS B2B 78

ProProfs Blog

APRIL 16, 2020

If content is the king, it owes its realm to good customer feedback. With the in-depth knowledge of the user’s perspective, the content marketing strategy gets closer to its goals, and online surveys are great to obtain this knowledge. Reasons & Ways to Use Surveys for Content Marketing. How to Use Surveys for Insight.

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Surveys Marketing Feedback Consulting 78

PeopleMetrics

JULY 17, 2018

A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). And in providing these answers, market researchers often wisely take a small sample of the overall population, which is less expensive and faster than surveying all customers.

Telecommunications 210

Telecommunications Wireless Surveys Feedback 210

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. We undertook this customer survey every year, and then ignored it—every year. Today’s pickle is sent in from Christine Jones. It drove me mad.

Customer centricity 195

Customer centricity Education Consulting Consulting 195

CCNG

JUNE 14, 2023

In my example above, the agent immediately identified my sense of urgency. Actively listening to customer feedback and observing their behavior can provide valuable insights into their emotional needs and help you tailor your products, services, and communication strategies accordingly.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Beyond Philosophy

AUGUST 9, 2019

It can provide you feedback on moments in your experience that are or are not working. Let me give you an example. Every time I fly back and forth to England, they send me a survey. However, I never fill out the survey unless I had either a very good or very poor flight. I fly on Delta a lot.

Airlines 263

Airlines Surveys Consulting Consulting 263

Satrix Solutions

APRIL 20, 2021

Today you’re launching your Customer Satisfaction or Net Promoter Score survey. You put a lot of time and effort into writing your survey questions. The team agreed on which customer contacts would get the survey. The customer satisfaction survey is now ready for distribution. You hit the send button.

Surveys 78

Surveys B2B Advertising Feedback 78

Beyond Philosophy

JUNE 23, 2022

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! On a practical level, Killip says their clients survey consumers to understand consumers’ views and what they’re doing, thinking, and feeling to feed into their customer strategy.

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Surveys Consulting Consulting Metrics 195

PeopleMetrics

MARCH 26, 2018

Your website, call center or storefront are all examples of possible customer touchpoints. Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Optimizing the feedback collection experience.

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Feedback Surveys B2B Call Center 86

Beyond Philosophy

DECEMBER 9, 2021

For example, we had one recently from a listener Janet, who said that despite getting good comments from customers, they do not give us the top Net Promoter Score (NPS) ®. So, the point of that story is not to disparage salad eating behavior at theme parks or shame people for wanting to eat junk and later lie about why they did on a survey.

Construction 222

Construction Feedback Surveys Sales 222

PeopleMetrics

SEPTEMBER 12, 2019

Native Mobile App: refers to customers who download a company’s iOS or Andriod app, and feedback is gathered about their experience with it. Gathering omnichannel feedback. You can gather feedback from these five channels in various ways. Or you can gather feedback via methods that are channel specific. Conclusion.

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Feedback Interactive Voice Response Surveys Contact Center 91

Beyond Philosophy

FEBRUARY 6, 2019

For example, I was talking to people that were newly appointed Customer Experience representatives for their companies. It requires more than surveys or changing how you answer the phone. As Customer Experience consultants, we see this all the time. However, fixing problems is an example of small stuff.

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Customer Experience Journey mapping Customer centricity Surveys 385

ProProfs Blog

FEBRUARY 21, 2019

Conducting widespread research is no longer a time-consuming activity, companies have started adopting survey software to help conduct this research. We asked various customer experience experts how survey results have helped shape their marketing campaigns. Bruce Harpham B2B SaaS Content Marketing Consultant. The result?

Surveys 95

Surveys Marketing B2B SaaS 95

JustCall

MARCH 10, 2023

Examples of Help Desk Workflow Process Here are a few help desk workflow processes that shed light on the subject: Employee engagement Employees are often in the dark about the perks, benefits, and entitlements while working in an organization. A help desk workflow can mitigate the tedious task of constantly consulting HR on such topics.

Employee engagement 40

Employee engagement Self service Consulting Consulting 40

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. Standard CX programs should strive to survey customers and collect their feedback about various aspects of the customer journey.

Customer Experience 117

Customer Experience Journey mapping Surveys Banking 117

ClearAction

DECEMBER 30, 2017

Who is the Right Customer: Decisions for Managing Customer Surveys Lynn Hunsaker. Collecting customer feedback can be trickier than it sounds, as you navigate through decisions for sample selection, timing, frequency, numeric rating and open-ended questions, and so forth. Decisions for Managing Customer Surveys.

Surveys 59

Surveys Management Customer centricity Feedback 59

Toister Performance Solutions

DECEMBER 10, 2020

The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC). Image source: Customer Care Measurement and Consulting. I conducted a survey of 1,084 U.S. Despite the widespread use of surveys, many companies are doing a poor job identifying the problems that lead to customer rage.

Customer Service 141

Customer Service Surveys Consulting Consulting 141

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. He says that any time you link a survey-based score to someone’s career or compensation, bad things happen. For example, Bain and Company, where Reichheld worked when inventing the concept, was the first to adopt it.

Airlines 274

Airlines Metrics Accountability SaaS 274

Clarabridge

APRIL 26, 2017

Both Net Promoter Score® (NPS) and customer experience surveys are useful ways to understand how your customers feel about you. But is there a way to get even more value out of these surveys? In a recent blog post, Net Promoter Score and Customer Feedback Consultant Adam Ramshaw outlines some ways to set targets for NPS surveys.

Surveys 69

Surveys Customer Experience Consulting Consulting 69

Connecting the Dots

SEPTEMBER 10, 2020

Wharton’s Dr Peter Cappelli suggests in the August 3, 2020 Wall Street Journal C-Suite Strategies that employee surveys should be retired for six reasons. While each of the reasons he cites might be true with certain surveys, I believe the better approach is to correct the concerns rather than to dispense with employee surveys.

Surveys 62

Surveys Consulting Consulting Customer Care 62

JivoChat

FEBRUARY 7, 2021

And then, we’ll look at some examples of when to use the various live chat triggers to improve support and boost conversion rates. For example, landing on the JivoChat homepage, you might see an automated proactive chat message like this: “Psst! Surveys show that over 70% of consumers prefer using live chat for customer service.

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Abandon rate Upselling Sales Personalization 52

CSM Magazine

MARCH 5, 2024

IT consulting services can help to clarify your project’s requirements and make some rough estimations on resources. Remote consultations: facilitate virtual consultations with doctors and specialists. Feedback and surveys: gather patient feedback to improve the app and healthcare experience.

Healthcare 52

Healthcare Education Gamification Consulting 52

Toister Performance Solutions

APRIL 19, 2018

The customer service survey falls into that category for many companies. Smart customer service leaders should either fix their broken surveys or stop doing them altogether. The chances of you filling out a survey about surveys when you really don't like surveys is pretty low. You'd probably stop it immediately.

Surveys 48

Surveys Airlines Advertising Customer retention 48

Interaction Metrics

JULY 22, 2019

In other words, you would expect their patient surveys to be relevant, well-written, and to the point. From what I observe, when it comes to measuring the patient experience, good survey design is rare. Example: Kaiser Permanente Survey. About a day later, I received a request to take a survey.

Surveys 48

Surveys Healthcare Feedback Benchmark 48

Interaction Metrics

JULY 22, 2019

In other words, you would expect their patient surveys to be relevant, well-written, and to the point. From what I observe, when it comes to measuring the patient experience, good survey design is rare. Example: Kaiser Permanente Survey. About a day later, I received a request to take a survey.

Surveys 48

Surveys Healthcare Feedback Benchmark 48

Beyond Philosophy

APRIL 9, 2018

Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the way of getting that honest feedback, at least in some instances. One of the best ways to get authentic feedback from customers does not involve fancy math or a psychology degree.

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Feedback Personalization Consulting Consulting 263

Satrix Solutions

APRIL 21, 2022

These are just a few common examples of the types of decisions that can have a profound impact on a company’s ability to retain, acquire, or expand customer engagements. That means acquiring robust data and feedback rather than relying on anecdotal information or the vocal minority (aka the squeaky wheel). Developing a new solution?

Customer Experience 103

Customer Experience B2B Feedback Consulting 103

ProProfs Blog

JUNE 26, 2019

To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. Customer Survey Questions. Human Resource Survey Questions. Market Research Survey Questions. Education Survey Questions.

Surveys 112

Surveys Feedback Education Employee engagement 112

PeopleMetrics

JUNE 29, 2020

These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., Add an “NPS Safety” question in the very beginning of the survey. Safety is everything these days, so get to it right away in your survey. Your FIRST survey question should be: “Overall, how safe did you feel when visiting [x]?”

Surveys 121

Surveys Feedback Consulting Consulting 121

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. For example, the incentive for the loyalty program could be a good discount. It doesn’t feel exclusive. Trade in Old Thinking for New.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

SEPTEMBER 22, 2015

Let’s take a closer look at each of these with specific examples from companies with great experiences: Always Do More for Customers. They also created a survey on their website that allows Customers to submit feedback any time of day—without even the five-minute wait of the Call Center.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Beyond Philosophy

JULY 26, 2018

These expectations are also an example of a Reference Point. For example, if you go from bright sunlight into a darkened theatre, you might think the theatre is darker than if you entered the theatre at night. A Reference Point is your standard for evaluation. In other words, reference points help us compare things. Keep doing it.

Real estate 332

Real estate Morale Customer Experience Consulting 332

Beyond Philosophy

AUGUST 28, 2017

The eclipse is a good example of the way our experiences are influenced by our memories. For example, if you ask for feedback immediately after an interaction – say, you direct people to a survey after they phone your call center – you may not be giving them enough time to form a memory. How Our Memories are Formed.

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Consulting Consulting Customer Experience Call Center 282

Interaction Metrics

OCTOBER 25, 2023

Objective DEI survey questions helped Orange County Fire Authority build its programs based on science-driven data. In fact, despite national awareness around issues of racial equity, employees often respond skeptically to DEI survey questions, making it difficult to succeed from the start. It’s the way an organization conducts itself.

Metrics 62

Metrics Surveys Employee engagement Consulting 62