We all remember that dreaded phone call. After working all day, you'd pull out your chair to sit down for a family dinner and the phone would ring. You'd roll your eyes and walk over to pick it up. A stranger's voice would then ask if you had a few minutes to answer some questions about a recent experience you had with a company. Really? Right now? "Please call back later, I'm having dinner with my family." You'd hang up the phone and go back to the dinner table. "Now where were we?"
https://www.peoplemetrics.com/blog/cx-secrets-dont-limit-feedback-opportunities/
It’s become something of a trend for U.S. consumers to share their thoughts about the customer service they have received -- good and bad --through social media. That said, the NICE/BCG 2016 Consumer Experience Report shows that many consumers are starting to have doubts about whether or not social media platforms alone are a way for brands to address their issues.
https://www.entrepreneur.com/article/273116/
We live in a churning sea of feedback. Comment boxes appear on web pages like graffiti on a boxcar. Swirling around us are emoticons with thumbs-up signs, clapping hands, OK signs, happy faces, sad faces -- the list goes on. Many websites ask you to take a brief survey with a pop-up box that obscures most of what you are trying to read. It’s overwhelming. It’s everywhere, and it’s stifling.
https://www.entrepreneur.com/article/273253/
“Your most unhappy customers are your greatest source of learning.” -- Bill Gates
Negative feedback from customers can be a hard pill to swallow. It often feels unjust, unhelpful and inaccurate. Even the most professional business owners can be defensive and emotional in the face of criticism. And while business owners may intellectually know negative customer feedback is critical to improving their business -- a 10-percent increase in Net Promoter Score (NPS) can correlate with a six to seven-percent increase in revenue -- the hard bit is constructively incorporating it.
https://www.entrepreneur.com/article/254553/
Time was when getting feedback from a customer was a process so complex, it was akin to getting blood out of a stone. Thankfully, we don’t live in those times.
https://www.entrepreneur.com/article/251743/
All entrepreneurs know that customer insights are invaluable to product design and continued improvement. However, acquiring and organizing useful feedback is easier said than done and developing a strategy can be a daunting task. But it needs to be done.
https://www.entrepreneur.com/article/247671/
Bill Gates once famously said “Your most unhappy customers are your greatest source of learning.”
While it’s a poignant quote, it doesn’t mean unhappy customers are your goal (there’s only so much positive spin Silicon Valley can put on failure). Prevention, as always, is the best medicine. With that in mind, here are 7 of the most common customer feedback nightmares Product Managers face and a few sharp strategies for avoiding them.
https://community.uservoice.com/blog/customer-feedback-nightmares/
Following more revelations about fraudulent customer reviews, how can your business benefit from online reviews without falling foul of the fakes?
A BBC investigation has revealed that fake online reviews are being openly traded on the internet.
https://www.mycustomer.com/experience/voice-of-the-customer/customer-reviews-best-practices-to-beat-the-frauds-and-build-trust/
Exciting things are happening within your company and you want your customers and prospects to know about it! Whether it’s sharing new product updates, announcing new customers or sharing your latest blog posts, newsletters are a great way of keeping a wider audience in the loop with your business’ latest developments. And if done the right way, email newsletters can serve as a critical digital marketing asset. But how do you know if the content, design and overall message you’re sending out in your newsletters is ‘right way’? Well you can’t really know unless you’re using feedback surveys in your email newsletters…
https://mopinion.com/how-to-use-feedback-surveys-in-email-newsletters/
Long gone are the days when customer complaints went directly to a customer care call center or cluttered email inbox. Nowadays, if you’re a business owner, your customers expect—and demand—an immediate response. Meet the answers to their prayers: social media networks such as Facebook and Twitter or review sites like Yelp. So, do you know how to respond to negative customer feedback on social media?
https://www.blackenterprise.com/how-to-respond-to-negative-feedback/
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