Recently, when I was checking what’s new on Linkedin, I came across an interesting post. One of the Customer Service Champions members asked a question:
Why are Customer Support and Customer Service not important to early-stage startups?
She described a chat she had with a founder of a startup about starting a job with them. When she mentioned company’s bad reviews on social media, the founder responded that they were too busy to focus on such an insignificant problem.
Whoa, I said to myself.
https://www.livechatinc.com/blog/questions-customer-feedback-survey/
Putting customers’ needs before a brand’s self-interest is not an easy thing to do. But brands that do not address customer feedback and shift business strategies accordingly are missing an opportunity, according to Michele Silvestri, EVP and chief design director at GTB.
https://www.thedrum.com/news/2017/09/01/how-brands-can-use-technology-fix-the-customer-feedback-loop-brand-love-stories/
Obtaining feedback isn’t only for B2C companies, but B2B companies as well. Whether you’re offering a product, a service, or even both, knowing how your customers feel will allow you to course-correct problem areas and gain an understanding of where you’re struggling and succeeding.
https://www.impactbnd.com/blog/7-survey-tools-for-getting-valuable-customer-feedback/
Online surveys continue to be a useful way of capturing customer feedback but there hasn’t been any real innovation in the past decade or so. The traditional online survey has remained a form-based series of questions with limited interaction at the end of survey – typically just a thank you message or email follow up.
https://customerthink.com/the-case-for-the-modern-survey-replacement/
It was a Friday afternoon and Rodrigo, my Uber ride, was pulling up in a black Chevrolet Onix. Like the other times I had used the controversial cab service, I popped him a smile and a casual greeting as I swung into the back seat of his car. “Candy?” Rodrigo offered me as he started driving. He nodded towards the cup holder, which held at least ten colorful lozenges. I thanked him and gobbled up my favorite flavor: cherry.
http://www.customerexperienceupdate.com/?query=customer%20feedback&open-article-id=7468983&article-title=missing-customer-feedback--9-tips-for-effectively-promoting-your-customer-satisfaction-survey&blog-domain=comm100.com&blog-title=comm100/
If you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. In this regard, we advise our clients to follow the five tenets listed below. Take note of each, because they'll help you maximize the quality and quantity of the feedback you collect.
https://www.peoplemetrics.com/blog/designing-a-customer-feedback-survey-that-helps-you-and-doesnt-annoy-customers/
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