Americans rely on online reviews for selecting everything from an Airbnb room to an employer, but these reviews are often skewed. That’s because people whose opinions fall at the extreme ends of the spectrum tend to write reviews, according to the University of Pennsylvania’s Ioana Marinescu, University of Chicago Harris School of Public Policy postdoctoral scholar Nadav Klein, and Glassdoor’s Andrew Chamberlain and Morgan Smart.
http://review.chicagobooth.edu/economics/2018/article/love-it-or-hate-it-how-get-more-balance-online-customer-reviews/
Customer experience team at the US burger chain shares how it has evolved customer service from 4 to 11 channels and made an ally of marketing along the way
https://www.cmo.com.au/article/642471/how-wendy-cx-team-harnessing-social-digital-service-successfully/
An H&M spokeswoman said: “Following customer feedback, we are taking the steps to change our womenswear measurements to be in line with UK sizing, for example the previous measurements and fit of a size 12 will now be the measurements of a size 10.
https://www.eveningexpress.co.uk/news/business/hm-to-change-womenswear-sizes-following-customer-feedback/
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/
The fundamental responsibility of a Product Manager is to be the company’s leading expert on the customer. In fact, Product Managers often act as mediators between their customers and design teams to identify where their product or service is lagging and ensure that the underlying needs for their online customer are aligned with their service or product offering. Online feedback serves as a great way for connecting product performance and customer expectations.
https://mopinion.com/product-managers-collecting-online-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/
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