Tags: customer-experience*

165 bookmark(s) - Sort by: Date ↓ / Title / Voting /

  1. Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT, and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program.

    But wait!

    Do your customers know that you’re actually listening to them?
    https://www.peoplemetrics.com/blog/are-you-there-company-its-me-your-customer/
    Comments - Voting 0
  2. 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/
    Comments - Voting 0
  3. 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/
    Comments - Voting 0
  4. 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/
    Comments - Voting 0
  5. “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/
    Comments - Voting 0
  6. 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/
    Comments - Voting 0
  7. 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/
    Comments - Voting 0
  8. 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/
    Comments - Voting 0
  9. 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/
    Comments - Voting 0
  10. If you are not focused on receiving and using customer feedback, you are missing out on an amazing growth tool. Gathering customer feedback throughout the entire customer journey is of great importance to the buyer life cycle, marketing campaigns and the entire customer experience. As focuses shift to improving this experience, continuous feedback will be required.

    According to a recent study, 86% of buyers will pay more for a better customer experience. And by 2020, customer experience will overtake price and product as the key brand differentiator. How do you get the best experience? By listening to the customer, of course.
    https://www.forbes.com/sites/danielnewman/2018/04/10/want-better-customer-experience-combine-crm-and-customer-feedback/#609ae22f3fbb/
    Comments - Voting 0

Top of the page

First / Previous / Next / Last / Page 12 of 17 Customer Feedback News: tagged with "customer-experience"

Make sure to check out our other labels too:

About - Made with in Rotterdam

Mopinion: The Leading Customer Feedback Tool

Mopinion is a proud sponsor of Customer Feedback News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Customer Feedback Tools in order to collect feedback from the customer. Mopinion takes it one step further and offers a solution to analyse and visualise Customer feedback results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.