Metrics are a foundational element of every Customer Experience (CX) program. With all the metrics available–including industry-standard ones and internally-developed ones–it can be hard to determine which ones to track on a regular basis.
https://customerthink.com/do-you-know-your-ratio-of-positive-to-negative-cx-feedback/
Successful Perth tech business HealthEngine has removed all customer feedback from its website while it conducts a review.
The review follows an investigation by Fairfax, which analysed nearly 50,000 patient reviews and found the business had altered 53 per cent of them in some way.
https://www.businessnews.com.au/article/HealthEngine-reviews-customer-feedback/
Are you sending out CX (customer experience) surveys days or even weeks after the customer interaction? If so, have you considered what the consumer’s experience of that might be and how that impacts on their perception of your brand? Or have you thought about some of the great opportunities the delay in your process precludes? Do you wonder what impact the delay has on future survey engagement or worse, customer loyalty?
http://customerthink.com/why-you-need-to-capture-customer-feedback-in-real-time-and-how-to-do-it-in-brick-and-mortar-businesses/
Have you ever tried a new paella recipe and when you excitedly ask your best friend how it tastes, they only say, “Great!”
Does it really, or are they just being nice? Why is it so hard to get an honest answer?
This is a question that also plagues the minds of small business owners. Getting honest customer feedback can be like pulling teeth.
The right recipe of using the right channels, offering incentives and making it fast and easy for your customers to do so, lets you receive the honest feedback you have been craving.
https://www.business2community.com/customer-experience/how-to-get-honest-customer-feedback-and-use-it-02071019/
When you use the phrase “capturing the voice of the customer”, many immediately think you’re referencing a survey designed for direct feedback. But today there are more channels than ever for the customer to engage with brands. Although survey feedback can be nicely packaged and easy to digest, it’s important to make sure you’re listening to customers in all of the many ways they give feedback.
https://customerthink.com/heres-what-you-can-learn-from-even-the-craziest-customer-feedback/
Getting to the top of your industry is no easy task, but staying there is a whole different ballgame. Those at the top do, however, have one thing in common: They understand the value of a winning customer experience (CX) strategy, and they measure it effectively to produce a CX currency that can be utilized by executives and team members at every level of the company.
https://www.forbes.com/sites/forbescommunicationscouncil/2017/08/21/how-listening-to-customer-feedback-can-help-you-maintain-your-place-at-the-top/#4427d2712483/
If you’re a small business owner, online reviews can be a blessing or a curse. They’re great when you’ve got enough reviews—and if they’re positive. But things can change fast. Just one negative review can cost a business up to 30 customers.
https://www.allbusiness.com/company-online-reviews-manage-117153-1.html/
Feedback, as they say, is a gift. Research bears this out, suggesting that it’s a key driver of performance and leadership effectiveness. Negative feedback in particular can be valuable because it allows us to monitor our performance and alerts us to important changes we need to make. And indeed, leaders who ask for critical feedback are seen as more effective by superiors, employees, and peers, while those who seek primarily positive feedback are rated lower in effectiveness.
https://hbr.org/2018/05/the-right-way-to-respond-to-negative-feedback/
The ability to track what people say about you online has several benefits.
You can leave timely feedback on comments about you. It can help improve your products and services.
Most of all, monitoring what people say about you online will help you maintain a good reputation.
Here are 10 tools that can help you monitor your online reputation, irrespective of your niche.
https://www.searchenginejournal.com/best-online-reputation-monitoring-tools/250769/
According to the Forrester report: Predictions 2018, A Year of Reckoning, customers’ expectations will outpace the ability of companies to evolve or invest in experiences this year
https://www.technative.io/five-ways-technology-will-improve-customer-experience-in-2018/
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