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Guest Post: Why Anecdotal Customer Feedback is Dangerous

ShepHyken

He shares insight on gaining and interpreting customer feedback. Customer feedback is a gift. The value of feedback is heightened today, as customer experience sways purchase decisions more than ever. When You Don’t Look Hard Enough for Customer Feedback.

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Case study: Implementing a scalable customer feedback model at Bizzabo

inSided

A few years back, the need for a one-to-many customer feedback model at fast-growing event management platform Bizzabo became evident. With the sign-off from the leadership team, the journey to build a scalable and transparent customer feedback process began. Case Study Close the loop

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How to Invite the Most Honest Customer Feedback: Partner Case Study

Callminer

Companies seem eager to know what we think about everything. But does it work? And do they get scientific data that helps them improve? Let's start at the beginning: the ask to take a survey

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Case study: Gainsight’s community-driven product feedback loop

inSided

A huge part of making that happen comes down to collecting, understanding, prioritizing – and implementing – feedback from your customers. Customer feedback, when managed correctly, is what paves the way for sustainable growth. Case Study Close the loopIt’s the year 2018.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

New Study Reveals Reliance on Too Few. percent) and direct feedback from customers (39. Revenue and customer feedback are. feedback from. said they rely on direct customer feedback to. feedback is how they solve a crucial problem to a. Shorten feedback.

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Closed-Loop Customer Feedback: How to Drive Real CX Results

PeopleMetrics

They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up. In this article, we’ll answer common questions businesses have about closed-loop feedback and how it can facilitate a better customer experience.

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Importance of Customer Feedback + Ways to Collect It

ProProfs Blog

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you.

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[Case Study] Net Promoter Score®: How Much and How Fast You Can Improve

Genroe

The post [Case Study] Net Promoter Score®: How Much and How Fast You Can Improve appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Net Promoter Score Benchmarks Customer Feedback

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[Case Study] How Zip Water UK Lifted NPS from 5 to 73

Genroe

In this case study we examine the reproducible steps and approaches they took to drive that change. The post [Case Study] How Zip Water UK Lifted NPS from 5 to 73 appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Net Promoter Score Case Studies

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Case study: How Docebo Community Hit 96% P2P Support In Less Than a Year

inSided

Before global learning technology leader Docebo built the Docebo Community in 2021, its customers were “knocking at the door” for more opportunities to connect with other customers, share best practices, ask questions, and provide product feedback. Case Study

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The Health of the Contact Center: Are You Ready for 2019?

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

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[Case Study] Iron Mountain Doubles NPS? Survey Response Rates

Genroe

In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. The post [Case Study] Iron Mountain Doubles NPS? Best Practices Case Studies and Statistics NPS PP: Survey Response RatesIron Mountain doubled NPS survey response rates with two simple changes to their survey invite. First, they changed the email invite “from” name to a real person, not a department.

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Q&A: Customer Success Study Results Revealed

ChurnZero

Stay tuned: The full Customer Success Leadership Study report with more key findings and recommendations for Customer Success leaders will be available in the beginning of January 2021. The post Q&A: Customer Success Study Results Revealed appeared first on ChurnZero.

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How to Invite the Most Honest Customer Feedback — Case Study: SurveyGizmo

Interaction Metrics

Can you give us some feedback? We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d like us to take at the bottom of the receipt. The post How to Invite the Most Honest Customer Feedback — Case Study: SurveyGizmo appeared first on Interaction Metrics. Customer Feedback

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Learn How to Get Customer Feedback Easily and Efficiently

Totango

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Fortunately, today’s technology provides a number of ways to collect feedback easily and efficiently. Reviews provide another important feedback resource.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

New study reveals that companies must first focus on themselves. feedback from customers is the. Shorten feedback. to meet customer expectations for digital service Social Media Voice of the. Customer. Analytics. 24/7 Email CX Web Chat Mobile Video Text.

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How Survey Feedback Improves Product Offerings at Constant Contact

Clarabridge

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. In many cases, there may be an issue our teams are aware of but our customer feedback analysis will reinforce the severity of the issue, prompting re-prioritization to address it. Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis. A feedback loop is essential.

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[Case Study] How AccessPay Lifted NPS from 15 to 50 in 2 Years

Genroe

This case study outlines the 5 steps Financial Services player AccessPay used to increase their NPS from 15 to 50 in just two years. The post [Case Study] How AccessPay Lifted NPS from 15 to 50 in 2 Years appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

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9 Best Tactics to Collect Website Feedback

ProProfs Blog

You send an email to your customers asking for their feedback. Once upon a time, we all have underestimated the power of website feedback. Online website feedback collection is instant and less time-consuming. Let’s start with the basics: What is Website Feedback? .

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The 2020 National Customer Rage Study Is Getting Recognized

Connecting the Dots

The 2020 National Customer Rage Study was conducted in collaboration with the Center for Services Leadership at the W.P. The 2020 National Customer Rage Study was featured recently in the Wall Street Journal. CCMC ~.

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Study: The Health of the Contact Center

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

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Should All Customer Feedback Be Considered Equal?

Satrix Solutions

Customer feedback is a lifeline for your organization. But with different customer personas (decision-maker, end-user), should all customer feedback be considered equal? And as our day-to-day working contact, I know you want their feedback also.

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The Engaging Power Of Employee Feedback

Customer Experience Matters

” Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. employees strongly agrees with the statement, “My company asks for my feedback and acts upon what I say.” The post The Engaging Power Of Employee Feedback appeared first on Experience Matters. Does your organization listen to its employees? I mean, really listen and act on what they say.

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Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Callminer

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail the process of delivering effective feedback. But when it comes to confronting potential issues and offering feedback, certain individuals aren’t confident in their abilities. Employee and agent feedback should be a two-way street.

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Managing Technology Within a Study Environment

CSM Magazine

They review the papers submitted from wherever they are and give feedback. With the advancement in technology, there are many changes in the way people operate. For instance, it is possible to hold a board meeting when those involved are in different locations.

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How Marmalade Insurance has utilised customer feedback software to help improve CSAT and increase their NPS

customer sure

Part of this approach is their customer feedback process, which they introduced in 2020, with the help of CustomerSure. Ready to start utilising customer feedback? We know that it can be difficult to get an effective customer feedback process off the ground.

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5 Ways to Collect Customer Feedback and Make the Most of It

ProProfs Blog

That’s why every brand needs to understand the importance of customer experience and how to leverage the collected customer feedback to continually improve it. . The Best Ways to Collect Customer Feedback. Now, the question is how do you ask for feedback from customers?

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Learn How to Get Customer Feedback Easily and Efficiently

Totango

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Fortunately, today’s technology provides a number of ways to collect feedback easily and efficiently. Reviews provide another important feedback resource.

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[CX Tribe] 30 November 2021 – NPS Case study + Customer Journey Ownership

Genroe

CX Tribe is the best Customer Experience insights, case studies and statistics. The post [CX Tribe] 30 November 2021 – NPS Case study + Customer Journey Ownership appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

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How ForeSee’s Feedback Tool Gives Argos Advantages Across The Business

ForeSee

The post How ForeSee’s Feedback Tool Gives Argos Advantages Across The Business appeared first on ForeSee. Case Stories ForeSee Solutions Argos Case Studies FeedbackArgos is no slouch when it comes to digital retail, with over 900 million annual website visits and an enviable reputation that makes it among the top retailers in the.

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[Case Study] Iron Mountain Doubles NPS? Survey Response Rates

Genroe

In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. The post [Case Study] Iron Mountain Doubles NPS? Best Practices Case Studies and Statistics PP: Survey Response RatesIron Mountain doubled NPS survey response rates with two simple changes to their survey invite. First, they changed the email invite “from” name to a real person, not a department. Second, they radically slimmed down the wording […].

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Closed-loop feedback: What it is and how to build a successful closed-loop feedback system

delighted

The customer will be waiting for acknowledgment or an update from your company, so creating an efficient, organized, and candid closed-loop feedback system to tie up loose ends with your customers is vital. What is closed-loop feedback? Why is closed-loop feedback important?

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Case Study: How Genesis Improves Member Experience with NPS

AskNicely

How often does anyone take the time to give feedback on a comment card? Feedback was so sporadic, they felt blind to the member experience, and powerless to make changes before members left them. That’s when they realized: the best way to get feedback from members was simply to ask them. Proactively reaching out to members dramatically increased the amount of feedback they received. We’ve all had this experience.

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How to Successfully Implement Customer Feedback Surveys

Ann Michaels and Associates

Kunz’s study worked. By now customers have used the product and will have honest feedback. Offer them a discount on future purchases in return for feedback. A study published in Oxford’s Public Opinion Quarterly tested the Leverage-Salience Theory of Survey Participation. And this feedback is crucial to a successful future for your business. The post How to Successfully Implement Customer Feedback Surveys appeared first on Inside the Customer Experience.

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How to Use Real Time Feedback Survey for Business Growth & Development

ProProfs Blog

Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. But it is this simple feedback that is helping Uber and other ridesharing companies keep only the best drivers on the road. Evolution of Customer Feedback.

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5 Channels for Collecting Customer Feedback (that you’re probably not using)

ProProfs Blog

Collecting and responding to customer feedback is critical for any growing business. Ignoring or failing to collect feedback is like flying a plane at night without instruments: you hope you’re headed in the right direction, but you can’t really be sure. With access to timely customer feedback, however, you can make sure your business is always oriented towards your long-term destination. So, how do you collect the most relevant feedback from your customers?

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Reputation Study Finds that Hospitality Consumer Journey is Centered on Digital Reputation

CSM Magazine

The study included insights from 2,000 nationally representative consumers who visit a bar, restaurant, pub or hotel once every six months. Still, their feedback is scattered across channels, with a more significant focus on social media platforms. Acting on feedback.

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Making Customer Feedback Actionable - How Can AI Help?

Lumoa

Market research is being commissioned and market research agencies start doing both quantitative and qualitative studies to get to the bottom of the issue. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. In many companies, customer experience is measured, but the results are not actionable.

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5 ROI-Based Strategies Proven to Drive the Adoption of Visual Assistance

TechSee

Visual assistance adoption case study: European Telecom. Visual assistance adoption case study: Costa Express . The ease-of-use for both agents and customers resulted in exceptional positive feedback and high levels of adoption of the new technology from the first month of use.

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How to Improve Customer Experience Using Employee Feedback

ProProfs Blog

On the contrary, employee feedback is often ignored by organizations. Businesses need to realize that employee feedback carries much importance while making efforts towards improving customer service experience. As you realize the value of employee feedback, it also needs to be captured and utilized the right way. Why Customer Feedback isn’t Enough? Your agents are on the receiving end of customer requests, complaints, and feedback.