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?

Surveys 78

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.

Surveys 78

Surveys Marketing Feedback Consulting 78

PeopleMetrics

JULY 29, 2020

I have been writing and taking surveys for 30+ years. And when I first started writing surveys, I wrote my fair share of bad ones too. Today, there are more surveys sent out than ever before. And this means more bad surveys than ever are being sent out to customers, guests, patients, and employees. No bad surveys.

Surveys 71

Surveys Consulting Consulting Analytics 71

Satrix Solutions

FEBRUARY 1, 2022

Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? Thankfully this attitude towards surveys is relatively rare in B2B. However, as a CX consultancy, we occasionally hear (or read) very negative reactions when inviting someone to participate in a survey on behalf of our clients.

Surveys 78

Surveys B2B Feedback Technical Support 78

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. That’s where customer experience platforms come in.

Feedback 83

Feedback Consulting Consulting Enterprise 83

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

ShepHyken

NOVEMBER 6, 2020

This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. He shares the process of conducting consumer research and how to implement your findings into the customer experience. Have you ever been inside a Whole Foods that sells Louis Vuitton bags? Most likely no.

Marketing 260

Marketing Customer Service Consulting Consulting 260

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.

Feedback 262

Feedback Personalization Consulting Consulting 262

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like.

Surveys 146

Surveys Journey mapping Feedback B2B 146

CSM Magazine

OCTOBER 28, 2022

As a business owner or customer service manager, you’re likely hyper-aware that customer feedback is the single-most critical factor in success. . With this in mind, here are five smart ways to more effectively collect customer feedback. Use Customer Surveys. Your business can choose from a long-form or short-form survey.

Feedback 52

Feedback Chatbots call center software Surveys 52

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

ProProfs Blog

APRIL 5, 2019

In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. A study by the Boston Consulting Group showed that companies that followed a data-driven approach to decision making could expect an increase of 20-30% in their earnings. The “why?”

Surveys 122

Surveys Upselling Employee engagement Sales 122

ChurnZero

MAY 22, 2024

In part one of our getting started guide, I covered the foundations to have in place before you start building your digital customer success program , including the key questions you should ask yourself, and how to accurately understand the current state of your customers’ experience and your CSMs’ daily activities. Others are simple.

Journey mapping 52

Journey mapping Surveys Accountability Feedback 52

Toister Performance Solutions

JUNE 13, 2019

Andrew Gilliam, ITS Service Desk Consultant. Andrew Gilliam is an ITS Service Desk Consultant at Western Kentucky University. He improved the response rate to customer service surveys by 370 percent simply by changing the wording of the survey invitation email. Small changes can often lead to big results.

Surveys 48

Surveys Consulting Consulting Feedback 48

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

NOVEMBER 6, 2021

However, complaints can be a great way to get real-time feedback on moments in your Customer Experience. These rules help you come to better outcomes with your dissatisfied customers and how to see complaints for what they are: opportunities to improve what’s broken in your Customer Experience. Please tell us how we are doing!

Consulting 243

Consulting Consulting Customer Experience Surveys 243

ShepHyken

NOVEMBER 20, 2020

How to avoid that if you’re running an eCommerce business? Before you train your employees on how to provide amazing customer service, you need to clearly define what it means. Allow employees to have some room for creative solutions without consulting the leader or manual on everything. It includes: Standards.

Customer Service 362

Customer Service Chatbots Education Feedback 362

Connecting the Dots

JUNE 30, 2021

In an article published by Customer Think, author John Goodman explains the key differentiators between companies that move the needle following investments in customer surveys and those companies that do not. Learn how to get executive buy-in to KPIs and to keep the same objective for at least six years. READ the full article here. .

Best practices 62

Best practices Surveys Engineering Consulting 62

Fonolo

AUGUST 25, 2022

We’ll cover what accessibility looks like for agents and customers, and how to create an accessible call center. How to Improve Call Center Accessibility. TIP: Hire an accessibility consultant to provide a presentation and take Qs and As from your agents. Yes, we know how far IVR has come. Customer satisfaction surveys.

Call Center 87

Call Center Interactive Voice Response Contact Center Wait times 87

Beyond Philosophy

DECEMBER 16, 2021

Once the salesperson wouldn’t tell me how much the car was. In another incident, the salesperson demanded that I give him a nine on the survey because it affects his bonus. Plus, there is an additional benefit of buying online: I might avoid a scolding for not following directions on the customer feedback form.

Sales 195

Sales Consulting Consulting Customer Experience 195

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

LiveChat

MARCH 2, 2016

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. Customer feedback can be truly eye-opening. Is it worth it?

Feedback 61

Feedback Surveys Enterprise Analytics 61

aircall

JANUARY 16, 2017

Learning how to solicit and utilize customer feedback is a crucial part of any customer retention strategy. Nevertheless, putting together an effective and useful customer satisfaction survey isn’t as straightforward as you might think. Why an effective customer satisfaction survey matters. Increase retention.

Surveys 80

Surveys Brand ambassadors Feedback Customer retention 80

GetFeedback

AUGUST 14, 2019

Invite them into the feedback loop by sharing the complaints and comments they hear from customers. For more on collecting and taking action on customer feedback, check out our free Voice of the Customer (VoC) guide. How to measure your Customer Satisfaction Score . How are employees feeling about a new process or system? .

Metrics 109

Metrics Journey mapping Surveys Feedback 109

ShepHyken

NOVEMBER 24, 2017

Then try asking them, through a survey. Are they providing feedback—and how much is positive versus negative? How is the best way to respond? You needn’t look far to find terrific examples of how to conduct yourself online, either. Not sure where your customers go when they’re online? Great Social Media Examples.

Customer Service 221

Customer Service B2B B2C Accountability 221

customer sure

AUGUST 22, 2023

Walk with us into the weird world of non-standard NPS scales: We’ll look at when you might want to use them, how to calculate NPS on a 5-point (or any other!) Comfortably sized tap targets for everyone who wants to fill in your survey, and no need to split the numbers into two rows. How to calculate NPS on a 1-5 scale.

Benchmark 48

Benchmark Surveys Feedback Consulting 48

Nicereply

JUNE 6, 2022

Everything you need to know about Customer Effort Score – why is so important and how to measure it. Let’s talk about a popular survey type known as the Customer Effort Score (CES) and discuss what it is; when to use it; and why it’s so important for your brand. How is the CES measured? A new month, a new topic!

Customer effort 104

Customer effort Benchmark Surveys Consulting 104

Lumoa

MARCH 12, 2023

But customer feedback and insights are often the least accessible information in a business. Companies rarely have processes in place to regularly collect feedback. Feedback from all of these sources is gathered in one place. One of the easiest (and smartest) ways to start is by implementing a customer experience platform.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

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

TeleDirect

DECEMBER 10, 2018

Call center surveys are the ultimate insight into your client’s opinions about your products and services. With information from these surveys, companies are better equipped to handle the ever-changing business landscape – and up to date customer feedback is an integral element of a well-rounded customer satisfaction program.

Call Center 63

Call Center Surveys Business Process Outsourcing outsourcing 63

delighted

NOVEMBER 2, 2021

Learn more in our best practice guide below, with tips on what to include in your buyer personas and how to use them to better your business. . Not only that, but your sales teams will have an easier time creating leads, as they’ll know how to approach potential customer problems and offer solutions via your products and services.

Best practices 82

Best practices Surveys Journey mapping B2C 82

TeleDirect

JUNE 2, 2021

Ride the feedback cycle. Real-time feedback is critical to realize which processes are helpful for clients, and where you can improve. TeleDirect’s surveys & feedback applications enable the capture of practical, purposeful user experience data. Think you know your customers? Improve your call center.

Customer Experience 59

Customer Experience Journey mapping Business Process Outsourcing outsourcing 59

Nicereply

JUNE 6, 2022

Everything you need to know about Customer Effort Score – why is so important and how to measure it. Let’s talk about a popular survey type known as the Customer Effort Score (CES) and discuss what it is; when to use it; and why it’s so important for your brand. How is the CES measured? A new month rises a new topic!

Customer effort 98

Customer effort Benchmark Surveys Consulting 98

Taylor Reach Group

MAY 1, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). Once you’ve identified customers to call, reach out for their feedback.

Consulting 140

Consulting Consulting Surveys Feedback 140

CCNG

JUNE 14, 2023

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. How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ShepHyken

JULY 26, 2021

workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers. How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. My Comment: Reading surveys and feedback from our customers tells you if you’re doing a good job.

Customer Service 263

Customer Service Customer retention Contact Center Upselling 263

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. How to set up your Voice of the Customer (VoC) program for success. Communicate how you will measure success. Create your VoC feedback mosaic.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92