INDUSTRY INSIGHTS YOUR PEERS ARE READING
Customer surveys come in many shapes and sizes but customer feedback question mistakes tend to be the same and repeat time and time again. These mistakes reduce the effectiveness of the feedback survey itself, waste your time and the customer’s. The post The 10 Worst Customer Feedback Question Mistakes You Can Make appeared first on Genroe. MORE
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. The post Framing Feedback, World Read Aloud Day & More appeared first on FreshGrade. Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: “Knowing someone cares can change a student’s life. MORE
As you can see in the chart below: Most share feedback inside their company. The post Tech Vendors Receive Negatively Biased Customer Feedback (B2B) appeared first on Customer Experience Matters®. We publish an annual report that examines what consumers do after a good or bad experience. So we decided to do that same type of analysis to examine how IT decision makers in large North American organizations respond to a good or bad experience with a tech vendor. MORE
Anyone can design a customer feedback survey. If you believe any of what you just read and you have any type of customer feedback survey in place now, you are likely hurting your company’s reputation. As a valued customer, we would appreciate your feedback on your experience…”. MORE
Survey Design Customer Feedback Customer Feedback SurveyFor me every Monday is like a fresh beginning. I start out full of energy with a big list of things that need to be done. But when rolling over my to-do list there are items that just never seem to get completed because, well, I’ve simply gotten caught up in the day to day. Small […]. MORE
The post How to Get Feedback from Customers? We all know that customer is the king. Keeping your customer happy or satisfied plays an important role in the growth of any business. MORE
Here’s a question for you: Who in your organization receives the results and feedback from your Voice of the Customer program? What to do with customer feedback. For example, the Sales department can benefit greatly from reading customer feedback. MORE
For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. While surveys are a great way to get feedback, they are only the tip of the iceberg when it comes to a complete Voice of the Customer initiative. MORE
Before Soliciting Feedback. CCW’s report confirms that the customer feedback survey remains a centerpiece of the “voice of the customer” strategy: 63 percent of respondents call it a priority. This is actionable feedback that your customers may not be able to articulate. MORE
If this is the only manner in which you gauge your success, you may be too late to salvage a customer who may have already … The post 4 Methods for Effective Customer Feedback appeared first on Olympia Consulting. How do you know when you are meeting the needs of your customers? MORE
Traditionally, managers have relied on the annual performance review to provide employees with feedback. It also doesn’t give them many opportunities to offer valuable feedback to their supervisors. That’s why managers are shifting to a continuous feedback approach. MORE
Do you ever wonder what separates the organisations that really excel at customer feedback from the ones that fail dismally? Best Practices Customer Feedback ProcessWhat actually separates Zappos, Amazon, Southwest Airlines and Apple, organisations with outstanding customer loyalty, from the companies you’ve never heard of, because they are entirely forgettable? Do they have doctorate level statisticians analysing their data? […]. MORE
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. MORE
What was I thinking, asking for a free-for-all of feedback? The Peg’s Page feedback loop led to kaizen: many small changes accumulated over time. It did this by getting feedback directly from those most involved and affected. By: Peg Ayers . Peg’s Page. You know how time moves faster when holidays are coming up, and you have a huge to-do list? It was that time for me about 15 years ago when I realized I hadn’t figured out the holiday parade theme for my Contact Center. MORE
This is the final post in our series on providing effective agent feedback. Creating well-balanced agents requires well-balanced feedback. We have (so far) looked at agent feedback in terms of “positive-versus-negative” or how it aligns with the three E’s of agent experience. The post Effective Feedback: Balancing Effort with Results appeared first on Sharpen Contact Center Software. MORE
Over the next few weeks, we’ll be discussing an essential component of agent development—feedback. This week we begin with the fundamental question of whether focusing on positive or negative feedback drives a better agent experience. [.]. The post Target This Ratio for Effective Agent Feedback appeared first on Sharpen Contact Center Software. MORE
This post continues our series on Better Agent Feedback. Knowing that focusing on an agent’s strengths drives meaningful agent development more than focusing on weaknesses, this week we’re focused on how to give positive feedback that is likely to resonate. [.]. The post Effective Feedback: not just “cotton candy” appeared first on Sharpen Contact Center Software. MORE
As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Bad feedback is BIG feedback! MORE
The most successful organizations set up the contact center for ongoing feedback and capture knowledge as it grows and changes. Customer experience is a dynamic journey best served by systems, workflows, and agents that continually improve. Continuous training is delivered in bite-sized sessions, incorporating both technical knowledge and personal skills development to deliver better customer service. agent engagement MORE
In a recent article , Luke Williams examines the following concepts to help companies improve their customer experience: Digital Feedback and Measurement. Follow-Up With All Customer Feedback, Not Just the Negative Feedback. MORE
Collecting feedback without acting on it. No Brand Is In A Position To Ignore Customer Feedback. Listen to feedback and data and take action to ensure you’re improving your customer journey accordingly and you’ll begin to see positive ROI. MORE
Feedback is precious and is fast becoming a rare commodity. Customers are reluctant to answer surveys, yet the need for high-quality customer feedback is growing. How to effectively mine customer feedback in 2018. MORE
During my tenure, I learned a valuable lesson – front-facing employees were able to provide insight into the customer experience from a viewpoint that might not be gathered through other feedback collection methods. Relying on Frontline Feedback. MORE
It did not surprise me that the next day I got a survey, they wanted my feedback! Clearly the commitment to collecting feedback is unmistakable, I’m told all this feedback is so they can “improve” the customer experience. MORE
Smart companies engage in a variety of feedback methods to get at the heart of how their business is performing. As feedback comes in, these businesses begin to gain a clearer sense of what they are doing right and what they are doing wrong. MORE
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. MORE
I had a bad experience at Best Buy, so I decided to share some free feedback with their CEO – didn’t ask for anything, just wanted to share my suggestions as a customer. I have said it before, most customer surveys are a waste of time. My email got forwarded to someone, who proceeded to offer me a gift card to Best Buy – I was offended, and hurt that they think I am so easily bought. Then I got over my hurt feelings and used the gift card to buy a new headset. MORE
Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. What will you do with the feedback? MORE
in requesting feedback after every service transaction. Customer feedback today drives purchase […]. Customer Feedback call center contact center customer feedback customer satisfaction surveys customer survey fatigue customer survey sample bias customer survey scoresIn today’s world, the customer satisfaction survey is a given. Some businesses (Lyft, Airbnb) rely on it as part of the model, and could hardly exist without it. MORE
So when you are considering investing considerable time and resources in rolling out a new customer feedback or Net Promoter® program you should make sure that why is the first question you ask as well. by BuzzFarmers . Why is a very powerful word. MORE
The post Webinar: Using Customer Feedback To Grow Sales appeared first on Genroe. Best Practices Customer Feedback MORE
So you’ve done everything possible to satisfy your customers. You’ve exerted all efforts to better your products and customer service. You treat customers like kings and queens, and provide everything to match their wants and needs all the time. Now how do you know if your strategies are working? MORE
You really like the whole customer feedback idea, and maybe you’ve heard about Net Promoter but you’re just too small for it to be useful, aren’t you? You’re a smart business owner. You keep up to date with the latest trends. Maybe you think that as a B2B company, you don’t have enough customers to […]. B2B - Business to Business MORE
The general idea is that positive feedback builds momentum toward positive performance. If positive feedback is all an agent or team hears, though, you can expect diminishing returns. The post Effective Feedback: How to Give Negative Feedback appeared first on Sharpen Contact Center Software. MORE
Two days ago, my wife was asked to participate in a Sky customer feedback survey. You apparently don’t respond to survey feedback anymore as the team who dealt with this work no longer exists. MORE
Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. They won’t see the rosy, new, customer feedback driven world. MORE
With the Thanksgiving holiday around the corner and other holidays approaching, I expect retailers, product and other service providers to solicit consumer feedback via surveys. Customer Feedback call center contact center customer feedback customer surveys MORE
Less than one in seven companies that collect and use customer feedback are running the process effectively. Many times though it’s not missing out of choice but because organisations do not know how to drive action in the business with customer feedback data. Customer Feedback MORE
It was a great internal brain storming session to collect questions for your new customer feedback survey. Soon you’ll be loading them up into your survey tool and emailing the feedback invitations. Customer Feedback Survey DesignAnd, over the last few days you’ve wordsmithed away and now the questions are just right. But, if you don’t want your survey to […]. MORE
The post The Future of VoC: Insight & Action, Not Feedback appeared first on Customer Experience Matters®. The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. All of this is happening as companies are trying to figure out how to run successful VoC programs. It appears that we on the verge of the next stage in evolution for VoC. So I decided to step back and look at the overall market. MORE
Level one feedback is more commonly known as the survey you take at the end of a training program. But I leaned heavily on level one feedback for a recent project. Many of the revisions I made came directly from level one feedback. Overall, the feedback was very positive. MORE
While you may not find this indicator on an executive dashboard, one of the most powerful signs is how a brand responds to customer feedback. Let’s look first at brand who knows how to handle feedback in spectacular fashion, B&H Photo and Video. MORE
Feedback Related Topics Contact Center Pipeline
NOVEMBER 14, 2017
With the Thanksgiving holiday around the corner and other holidays approaching, I expect retailers, product and other service providers to solicit consumer feedback via surveys. Customer Feedback call center contact center customer feedback customer surveys
360Connext
MARCH 28, 2018
As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Bad feedback is BIG feedback!
kommunicate
AUGUST 2, 2018
The post How to Get Feedback from Customers? We all know that customer is the king. Keeping your customer happy or satisfied plays an important role in the growth of any business.
SharpenCX
JUNE 12, 2018
The general idea is that positive feedback builds momentum toward positive performance. If positive feedback is all an agent or team hears, though, you can expect diminishing returns. The post Effective Feedback: How to Give Negative Feedback appeared first on Sharpen Contact Center Software.
Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders
How to get the best possible feedback from customers. This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience.
Salmat
OCTOBER 9, 2018
Every business needs to incorporate customer feedback surveys into their digital marketing plan. Here are some rules to follow if you want your surveys to boost your efforts rather than harm them
ShepHyken
APRIL 13, 2018
Before Soliciting Feedback. CCW’s report confirms that the customer feedback survey remains a centerpiece of the “voice of the customer” strategy: 63 percent of respondents call it a priority. This is actionable feedback that your customers may not be able to articulate.
Bright Pattern
AUGUST 2, 2018
The most successful organizations set up the contact center for ongoing feedback and capture knowledge as it grows and changes. Customer experience is a dynamic journey best served by systems, workflows, and agents that continually improve. Continuous training is delivered in bite-sized sessions, incorporating both technical knowledge and personal skills development to deliver better customer service. agent engagement
Satrix Solutions
MAY 9, 2018
Here’s a question for you: Who in your organization receives the results and feedback from your Voice of the Customer program? What to do with customer feedback. For example, the Sales department can benefit greatly from reading customer feedback.
Satrix Solutions
APRIL 17, 2018
During my tenure, I learned a valuable lesson – front-facing employees were able to provide insight into the customer experience from a viewpoint that might not be gathered through other feedback collection methods. Relying on Frontline Feedback.
Toister Performance Solutions
SEPTEMBER 13, 2018
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.
CX Journey
MAY 23, 2018
Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. What will you do with the feedback?
Olympia Consulting
AUGUST 30, 2016
If this is the only manner in which you gauge your success, you may be too late to salvage a customer who may have already … The post 4 Methods for Effective Customer Feedback appeared first on Olympia Consulting. How do you know when you are meeting the needs of your customers?
BetterXperience
DECEMBER 24, 2015
It did not surprise me that the next day I got a survey, they wanted my feedback! Clearly the commitment to collecting feedback is unmistakable, I’m told all this feedback is so they can “improve” the customer experience.
Taylor Reach Group
JANUARY 18, 2018
What was I thinking, asking for a free-for-all of feedback? The Peg’s Page feedback loop led to kaizen: many small changes accumulated over time. It did this by getting feedback directly from those most involved and affected. By: Peg Ayers . Peg’s Page. You know how time moves faster when holidays are coming up, and you have a huge to-do list? It was that time for me about 15 years ago when I realized I hadn’t figured out the holiday parade theme for my Contact Center.
Genroe
MARCH 28, 2018
Customer surveys come in many shapes and sizes but customer feedback question mistakes tend to be the same and repeat time and time again. These mistakes reduce the effectiveness of the feedback survey itself, waste your time and the customer’s. The post The 10 Worst Customer Feedback Question Mistakes You Can Make appeared first on Genroe.
Genroe
DECEMBER 4, 2016
The post Webinar: Using Customer Feedback To Grow Sales appeared first on Genroe. Best Practices Customer Feedback
SharpenCX
JUNE 19, 2018
This is the final post in our series on providing effective agent feedback. Creating well-balanced agents requires well-balanced feedback. We have (so far) looked at agent feedback in terms of “positive-versus-negative” or how it aligns with the three E’s of agent experience. The post Effective Feedback: Balancing Effort with Results appeared first on Sharpen Contact Center Software.
Customer Experience Matters
FEBRUARY 14, 2018
The post The Future of VoC: Insight & Action, Not Feedback appeared first on Customer Experience Matters®. The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. All of this is happening as companies are trying to figure out how to run successful VoC programs. It appears that we on the verge of the next stage in evolution for VoC. So I decided to step back and look at the overall market.
Win the Customer
APRIL 4, 2016
Smart companies engage in a variety of feedback methods to get at the heart of how their business is performing. As feedback comes in, these businesses begin to gain a clearer sense of what they are doing right and what they are doing wrong.
SharpenCX
JUNE 5, 2018
This post continues our series on Better Agent Feedback. Knowing that focusing on an agent’s strengths drives meaningful agent development more than focusing on weaknesses, this week we’re focused on how to give positive feedback that is likely to resonate. [.]. The post Effective Feedback: not just “cotton candy” appeared first on Sharpen Contact Center Software.
Genroe
AUGUST 31, 2016
Survey Design Customer Feedback Customer Feedback SurveyFor me every Monday is like a fresh beginning. I start out full of energy with a big list of things that need to be done. But when rolling over my to-do list there are items that just never seem to get completed because, well, I’ve simply gotten caught up in the day to day. Small […].
SharpenCX
MAY 29, 2018
Over the next few weeks, we’ll be discussing an essential component of agent development—feedback. This week we begin with the fundamental question of whether focusing on positive or negative feedback drives a better agent experience. [.]. The post Target This Ratio for Effective Agent Feedback appeared first on Sharpen Contact Center Software.
Outsource Consultants
MARCH 22, 2018
In a recent article , Luke Williams examines the following concepts to help companies improve their customer experience: Digital Feedback and Measurement. Follow-Up With All Customer Feedback, Not Just the Negative Feedback.
Toister Performance Solutions
AUGUST 7, 2018
Level one feedback is more commonly known as the survey you take at the end of a training program. But I leaned heavily on level one feedback for a recent project. Many of the revisions I made came directly from level one feedback. Overall, the feedback was very positive.
Win the Customer
OCTOBER 10, 2014
So you’ve done everything possible to satisfy your customers. You’ve exerted all efforts to better your products and customer service. You treat customers like kings and queens, and provide everything to match their wants and needs all the time. Now how do you know if your strategies are working?
Genroe
FEBRUARY 9, 2015
So when you are considering investing considerable time and resources in rolling out a new customer feedback or Net Promoter® program you should make sure that why is the first question you ask as well. by BuzzFarmers . Why is a very powerful word.
FreshGrade
JANUARY 12, 2018
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. The post Framing Feedback, World Read Aloud Day & More appeared first on FreshGrade. Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: “Knowing someone cares can change a student’s life.
Satrix Solutions
FEBRUARY 22, 2018
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.
BetterXperience
OCTOBER 3, 2017
I had a bad experience at Best Buy, so I decided to share some free feedback with their CEO – didn’t ask for anything, just wanted to share my suggestions as a customer. I have said it before, most customer surveys are a waste of time. My email got forwarded to someone, who proceeded to offer me a gift card to Best Buy – I was offended, and hurt that they think I am so easily bought. Then I got over my hurt feelings and used the gift card to buy a new headset.
inContact
MAY 24, 2016
For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. While surveys are a great way to get feedback, they are only the tip of the iceberg when it comes to a complete Voice of the Customer initiative.
CX Journey
SEPTEMBER 26, 2018
Traditionally, managers have relied on the annual performance review to provide employees with feedback. It also doesn’t give them many opportunities to offer valuable feedback to their supervisors. That’s why managers are shifting to a continuous feedback approach.
Genroe
FEBRUARY 23, 2015
Less than one in seven companies that collect and use customer feedback are running the process effectively. Many times though it’s not missing out of choice but because organisations do not know how to drive action in the business with customer feedback data. Customer Feedback
The Center for Client Retention
DECEMBER 1, 2017
While you may not find this indicator on an executive dashboard, one of the most powerful signs is how a brand responds to customer feedback. Let’s look first at brand who knows how to handle feedback in spectacular fashion, B&H Photo and Video.
Genroe
OCTOBER 3, 2016
Do you ever wonder what separates the organisations that really excel at customer feedback from the ones that fail dismally? Best Practices Customer Feedback ProcessWhat actually separates Zappos, Amazon, Southwest Airlines and Apple, organisations with outstanding customer loyalty, from the companies you’ve never heard of, because they are entirely forgettable? Do they have doctorate level statisticians analysing their data? […].
Outsource Consultants
MARCH 9, 2018
Collecting feedback without acting on it. No Brand Is In A Position To Ignore Customer Feedback. Listen to feedback and data and take action to ensure you’re improving your customer journey accordingly and you’ll begin to see positive ROI.
Customer Experience Matters
NOVEMBER 1, 2017
As you can see in the chart below: Most share feedback inside their company. The post Tech Vendors Receive Negatively Biased Customer Feedback (B2B) appeared first on Customer Experience Matters®. We publish an annual report that examines what consumers do after a good or bad experience. So we decided to do that same type of analysis to examine how IT decision makers in large North American organizations respond to a good or bad experience with a tech vendor.
Genroe
JUNE 25, 2015
Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. They won’t see the rosy, new, customer feedback driven world.
Call Journey
FEBRUARY 14, 2018
Feedback is precious and is fast becoming a rare commodity. Customers are reluctant to answer surveys, yet the need for high-quality customer feedback is growing. How to effectively mine customer feedback in 2018.
ijgolding
DECEMBER 19, 2016
Two days ago, my wife was asked to participate in a Sky customer feedback survey. You apparently don’t respond to survey feedback anymore as the team who dealt with this work no longer exists.
Contact Center Pipeline
JULY 19, 2018
in requesting feedback after every service transaction. Customer feedback today drives purchase […]. Customer Feedback call center contact center customer feedback customer satisfaction surveys customer survey fatigue customer survey sample bias customer survey scoresIn today’s world, the customer satisfaction survey is a given. Some businesses (Lyft, Airbnb) rely on it as part of the model, and could hardly exist without it.
Genroe
NOVEMBER 20, 2016
You really like the whole customer feedback idea, and maybe you’ve heard about Net Promoter but you’re just too small for it to be useful, aren’t you? You’re a smart business owner. You keep up to date with the latest trends. Maybe you think that as a B2B company, you don’t have enough customers to […]. B2B - Business to Business
Genroe
AUGUST 30, 2016
It was a great internal brain storming session to collect questions for your new customer feedback survey. Soon you’ll be loading them up into your survey tool and emailing the feedback invitations. Customer Feedback Survey DesignAnd, over the last few days you’ve wordsmithed away and now the questions are just right. But, if you don’t want your survey to […].
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