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

Customer Feedback Is Worthless Without This One Critical Element


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? […].

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.

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?

Study: The Health of the Contact Center

feedback from. are empowered and given the feedback. training, and data-driven feedback— and all of that starts with the right. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of.

How to Create Successful Customer Feedback Surveys


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…”.

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


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.

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


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. […].

Struggling to Act on Customer Feedback? Try This.


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

11 Proven Approaches to Customer Feedback Employee Engagement


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.

4 Steps to Small Business B2B Customer Feedback Success


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

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Charging More for a Better Customer Service Experience


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.

Guest Blog: How to Get Customer Obsession to Start at the Top


Connect executives to customer feedback. In a study of 275 B2C customer experience programs , we found that programs that shared feedback directly with executives achieved Net Promoter Scores 6 points higher, on average than those that did not. Positive feedback is great stuff.

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3 Ways to Win Big When Customers Are Furious


Customers mention employees by name in both good and bad feedback. It may be reasonable to have a 30-Day Return Policy, but if you are receiving angry feedback, it means something is wrong with the policy or how it’s being executed.

5 Tips for Achieving First Contact Resolution


Ask for customer feedback. Agent feedback is extremely valuable when considering customer service improvements. Customer Service Call center Cloud Contact Center contact center software Customer Experience Customer feedback FCR First contact resolution Multichannel Omnichannel Proactive customer service Surveys ZendeskWhile technology fuels a constant evolution in customer service practices, certain customer priorities do not change: A need for quick and in-depth service.

Club Med’s Customer Survey Fail and How You Can Do Better


On returning to Australia I received the now common customer feedback form. Best Practices Customer Feedback Customer Feedback SurveysRecently my wife and I spent some very nice time in a Club Med beach resort. These have become one our favourite vacation destinations over the years because the all-inclusive approach and range of activities make them fun and easy. As we enjoyed […].

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.

Inside View: TCL North America

Contact Center Pipeline

Agent empowerment agent empowerment AHT average handle time call center contact center customer advocacy customer experience employee feedback QA processIf you are unfamiliar with TCL (The Creative Life), you probably won’t be for long.

How To Get More Customers To Take Your Surveys


With that great experience, I was happy to show them a little love and give them positive feedback about how well they took care of me. So, the next time you want customer feedback in the form of a survey, send it quickly and make it short. There is a place I get my car worked on.

How to Do Social Customer Service for the Right Customer Experience

Win the Customer

Communication Customer Experience Social Branding Customer Service Feedback Management Multi-Channel Social Media

Amazing Business Radio: Carol Lee Andersen


Carol Lee Andersen on How to Gain and Use Employee and Customer Feedback. This frames the discussion for the entire episode on customer and employee feedback. He discusses a key fact about collecting feedback – you need to use it, or you will leave employees and customers dissatisfied.

Improving the Respondent Experience

CX Journey

Offer up a variety of ways/modes for customers to provide feedback. Let them provide feedback via whatever mode or channel is easiest for them. Why are you asking for feedback? You need to use that feedback; do something with it.

Guest Blog: Voice of the Customer Begins with Voice of the Employee


By integrating both customer and employee feedback different and interesting measurements can be uncovered, such as the link between customer satisfaction and employee KPIs and how this link is related to customer longevity; ultimately, this enables the organization to make better decisions.

The Ultimate List of Net Promoter® Best Practice Tips


Note that these tips pretty much apply to any Voice of the Customer or Customer feedback (but not market research) process. I also asked some of the leading people in the customer feedback and Net Promoter community for their very best ideas. Automate your process.

It’s time to stop giving people Net Promoter Score® targets


Best Practices Customer Feedback Net Promoter ScoreSudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe.

The 9 Elements Your NPS® Report Must Have


About 3 minutes after your first customer feedback or Net Promoter® survey goes out, management will be pounding the desk for a report with charts, analysis and recommendations. Best Practices Customer Feedback Net Promoter ScoreThe question is, apart from a simple chart of scores, what else should be included in your best practice Net Promoter reporting pack? In this post I’ll take […].

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.

Time to Stop asking for customer Feedback?


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.

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


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. .

Post Call IVR Surveys: Even More Popular But Not That Useful


Best Practices Customer Feedback Net Promoter ScoreAfter spending 15 minutes on the phone to my bank the nice lady asks me if I would hold on after she hangs up to take a short survey. Sure what’s one more survey to someone who lives them 24/7! After a couple of prompted button pushes to enter scores I get the chance to provide […]. The post Post Call IVR Surveys: Even More Popular But Not That Useful appeared first on Genroe. Comments Sarah, Thanks for stopping by.

How Do You Know When It's Time to Redesign Your VoC Program?

CX Journey

customer experience customer feedback survey design surveys voice of customerImage courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys.

Small Businesses Need Customer Feedback Surveys Too


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 […].

Do You Employ Actionability Thinking in Survey Design?

CX Journey

Do you know what to do with the feedback you’re getting? But you need to be sure to structure your survey questions in such a way that the feedback is meaningful and actionable, that it truly helps you understand the experience and how well you’re helping the customer do what he needs to do.

What Elon Musk Gets About Customer Feedback


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.

Webinar: Case Study – Turning NPS Into Business Improvement Initiatives at Manheim


Best Practices Customer FeedbackThe post Webinar: Case Study – Turning NPS Into Business Improvement Initiatives at Manheim appeared first on Genroe.

Customer Surveys Are as Important as Ever!

CX Journey

The bad news is, they’re often doing nothing with the feedback. Open your survey with a brief introduction paragraph , stating your objective (in customer-friendly terms) and purpose, as well as any specifics on how the feedback will be used.

Bringing Your #VoC Program up to 2020 Standards

CX Journey

The timing of mobile surveys is another consideration; no longer is post-transaction the only (or even the best) way to capture customer feedback. Consider brief, in-the-moment surveys that allow you to get feedback while the customer is, well, in the moment of the transaction or experience.

How to Integrate Social Media Into Customer Service Channels

Win the Customer

Call Center Communication Customer Experience Social Technology Customer Service Feedback Social Media Training With 70% of customer complaints on social channels going unanswered, there’s a huge opportunity for organizations improve service experience simply by integration social customer service.

Employee Engagement: A Confluence of Passion and Purpose

CX Journey

employee engagement employee experience employee feedback employee loyalty employee ownership employee-centric employeesImage courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about?