Are You Thankful for Your Customer Feedback Tool?

Contact Center Pipeline

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

Bad Feedback Is the Best Feedback. Are You Listening For It?

360Connext

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!

Effective Feedback: How to Give Negative Feedback

SharpenCX

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.

The Value of Continuous, Insights-Driven Agent Feedback

Bright Pattern

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

Guest Blog: Is Your Contact Center Using the Right Customer Feedback Tool?

ShepHyken

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.

4 Methods for Effective Customer Feedback

Olympia Consulting

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?

How to Improve Training with Level One Feedback

Toister Performance Solutions

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.

Graffiti Feedback: Engaging your Employees by Listening

Taylor Reach Group

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.

The 10 Worst Customer Feedback Question Mistakes You Can Make

Genroe

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.

Tips for Designing a Closed-Loop Feedback Process

CX Journey

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?

Effective Feedback: Balancing Effort with Results

SharpenCX

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.

Time to Stop asking for customer Feedback?

BetterXperience

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.

Effective Feedback: not just “cotton candy”

SharpenCX

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.

Target This Ratio for Effective Agent Feedback

SharpenCX

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.

Webinar: Using Customer Feedback To Grow Sales

Genroe

The post Webinar: Using Customer Feedback To Grow Sales appeared first on Genroe. Best Practices Customer Feedback

The Future of VoC: Insight & Action, Not Feedback

Customer Experience Matters

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.

Follow-Up With All Customer Feedback, Not Just the Negative Feedback

Outsource Consultants

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.

4 Ways Feedback Is Central to Customer Satisfaction

Win the Customer

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.

Small Businesses Need Customer Feedback Surveys Too

Genroe

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 […].

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.

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. 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.

What Elon Musk Gets About Customer Feedback

BetterXperience

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.

Earning Loyalty Through Respect – A Customer Feedback Tale

The Center for Client Retention

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.

Voice of the Customer is More than Just Feedback Surveys

inContact

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.

No Brand Is In A Position To Ignore Customer Feedback

Outsource Consultants

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 Feedback Is Worthless Without This One Critical Element

Genroe

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? […].

Tech Vendors Receive Negatively Biased Customer Feedback (B2B)

Customer Experience Matters

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.

B2B 46

Struggling to Act on Customer Feedback? Try This.

Genroe

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

5 Reasons Why Customer Feedback Matters More Than Ever

Win the Customer

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?

Customer Satisfaction Survey Erosion

Contact Center Pipeline

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.

Why is More Important than How In Customer Feedback

Genroe

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.

How NOT to ask for customer feedback: a shocking example from Sky TV

ijgolding

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.

4 Steps to Small Business B2B Customer Feedback Success

Genroe

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

B2B 46

3 Ways to Gain Feedback to Improve the Customer Experience

Outsource Consultants

3 Ways to Gain Feedback to Improve the Customer Experience. The following are three ways to gain valuable customer feedback to help improve the customer experience: Surveys: This classic approach still works when the questions are specific without being too numerous. These three options are only a few ways you can gather customer feedback. However, avoiding gaining customer feedback all together in favor of going with your instincts can bear detrimental results.

Customer Feedback Surveys: The 6 TRACER Attributes Your Survey Must Have

Genroe

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 […].

11 Proven Approaches to Customer Feedback Employee Engagement

Genroe

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.

The customer feedback experience – an experience not to be taken for granted!

ijgolding

CX Measurement CX Strategy customer experience customer feedback customer surveys Net Promoter Score NPS VOC VOE voice of the customer voice of the employee voice of the process VOP Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. […].

Contact Center Executive Outlook on Employee Engagement

Contact Center Pipeline

Agent Engagement agent feedback agent retention call center contact center continuous improvement employee engagement mentoring recognition transparencyEmployee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through staff retention, productivity, schedule adherence, workplace culture and morale, service delivery and customer experience.

Don’t Equate Silence with Satisfaction

Contact Center Pipeline

Customer Experience call center cloud solutions contact center customer experience customer feedback omnichannel personalization post-contact surveysAs a small or medium-sized business, it’s easy to get complacent.

Charging More for a Better Customer Service Experience

ShepHyken

Finally, you want and need feedback. And if they don’t call you, you won’t hear about the complaint or get feedback that you need to fix problems and create a better experience for future customers. It’s almost a given that every company has some form of a customer service department.