In this article, you'll learn How a customer feedback program can be pivotal to the success of your business and that why you should use customer feedback insight across your entire company.
http://www.marketingprofs.com/articles/2011/4865/the-power-of-customer-feedback/
In today’s digital world, the online presence of any business is a priority. You build a website, you include customer testimonials, you create social media profiles, you regularly update your Google business listing. However, your online reputation isn’t just the result of what you generate on your end—it’s all instances in which your business appears online, including online reviews. With the prevalence and power of online review sites like Yelp, Google+, and Angie’s List, it is essential to understand the impact they have on your business, and how you can use reviews to build your online reputation.
https://thrivehive.com/power-online-customer-reviews/
Customers have been conditioned to always look for what’s wrong. Indeed, the vast majority of research on customer service deals with “service recovery”—how to react when a customer complains.
https://hbr.org/2017/01/the-power-of-positive-surveying/
When you’re essentially mining for free data and insights from your customers, this is actually a pretty rude way to do it. Is it really any wonder response rates are low when they’re asked with such indifference?
https://www.kayako.com/blog/the-proper-way-to-ask-for-customer-feedback/
The greatest invention since the wheel has got to be the internet. With the internet, we are given unprecedented access to so much information. Not only that, but we are also able to share information with people who we would never even personally meet.
https://www.influencive.com/the-psychology-behind-customer-feedback-and-how-it-can-help-build-your-online-business/
What can we learn from Netflix’s attention to customer experience? Against the odds, Netflix has achieved an astonishing rise. How did we get to spending an evening chilling, ‘with Netflix’?
The ultimate example of a company disrupting an industry with customer experience?
Netflix, in 2016, represented 35% of all internet traffic in North America, boasting around 75 million subscribers worldwide. An impressive feat, considering the company not too long ago was a small upstart facing up against the goliath of it’s time in Blockbuster. The rise of the entertainment platform is a true tale of disruption.
In this article, we’ll dig deep and explore what lessons you can learn from Netflix. The goal of the post is to distil some of the actionable key takeaways for customer experience practitioners. Shedding light on how Netflix ensure that customer experience is at the heart of their business and decision making.
https://www.business2community.com/customer-experience/the-relentless-pursuit-of-the-perfect-customer-experience-a-netflix-story-02240302/
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/
No function handles a broader range of customer touchpoints than customer care. Executives would be wise to make it the centerpiece of any effort to transform the customer experience.
Consumer expectations are rising across the board—not due to a specific industry but from all of the excellent interactions that leading companies provide.
https://www.mckinsey.com/business-functions/operations/our-insights/the-role-of-customer-care-in-a-customer-experience-transformation/
Spokeo is an online people intelligence service that helps you search, connect, and know who you are dealing with. Spokeo is used to find old friends, identify unknown callers, or research prospective dates. Professionals also use it to find new customers or to prevent fraud. The services organises over 12 billion records from thousands of US-based, publicly available data sources into easy-to-understand reports that include available contact info, location history, photos, social media accounts, family members, court records, work information, and much more. This organisation firmly believes that, ‘knowledge is a quick search away’.
https://mopinion.com/spokeo-selects-mopinion-as-its-voc-solution/
Providing a good Customer Experience (CX) is on just about every organisation’s agenda these days. But where exactly is it headed? We can’t say for sure. What we can tell you though, is that this CX’s ecosystem of solutions is tethering between both expansion and consolidation. New niche solutions are sprouting up everywhere you look, from Live Chat tools and Customer Experience Management (CEM) software to Customer Success platforms and User Feedback solutions. Meanwhile, many of these same tools are being acquired by larger enterprises and ‘all-encompassing’ CX suites, such as Verint and Medallia. Movements in the market which are all attributed to trends in CX. So let’s address the question on everyone’s mind…What’s happening in CX and what lies ahead?
https://mopinion.com/state-of-customer-experience-cx/