Tags: customer-feedback*

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  1. 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/
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  2. An angry customer is a business nightmare, right?

    Wrong.

    An angry customer is a business opportunity.

    If you handle your complaints process right, you can transform an angry customer into a brand advocate and a high-value return customer. Marketing professors Michael McCullough and Sundar Bharadwaj talk about something they call the service recovery paradox, which they define as:

    The result of a very positive service recovery, causing a level of customer satisfaction and/or customer loyalty even greater than that expected if no service failure had happened.
    Your customers come to you to get their problems solved, and a customer with a complaint is handing you a golden opportunity to show how you excel at that.

    Here’s how to make that happen.
    https://www.livechatinc.com/blog/turn-customer-wrath-into-wins/
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  3. Gathering customer feedback seems like a no-brainer now. Every company does it to a lesser or greater extent.

    Businesses spend thousands on setting up various customer feedback channels: surveys, emails, reviews, rates.

    Is it worth it? It definitely is if you know how to act on the customer feedback you get.
    https://www.livechatinc.com/blog/customer-feedback/
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  4. Customer service surveys allow you to take a peek into your customers’ minds. You can learn about their problems, needs and do something about them. It’s your very own customer service magic. But instead of a crystal ball, you need a few, well worded customer service survey questions.

    Without some form of a survey for your customers, you are forced to guess and make estimates when it comes to your customers’ satisfaction. And going only by your gut when making business decisions is not the most reliable option.

    Start making more informed business decisions by collecting customer feedback. See what customer service survey questions you should ask and how you should do it to get the best results.
    https://www.livechatinc.com/blog/customer-service-survey-questions/
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  5. It’s a tale as old as the Internet. Essential basics of human interaction get lost in the flash and promise of technology. Time and again, we must take a step back, reconnect, and make sure the technology is serving us, and not the other way around.

    I see it happening again with big data and customer analytics. We now have immense power to collect, correlate, and manipulate data to produce more precise customer profiles, marketing strategies, and sales trends. These capabilities are nascent in most companies; many are still figuring out which metrics will produce the most valuable insights.

    But metrics and models will never give us all the answers we need to understand the voice of our customer. The most valuable messages can get lost in the deluge of data, and even the best analyses still require expert human interpretation before they can be put to practical use. Without true engagement, I see all those insights mined from surveys, customer tracking, and social media as gold nuggets piled high in carts but stuck below ground in the mine.
    https://techspective.net/2017/11/07/build-employee-customer-engagement-feedback-loop/
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  6. There are so many different ways to measure customer satisfaction — figuring out which one to send to your customers can become a nightmare.

    Well, it’s always a good idea to go with something that is easy to implement and does not require much effort from respondents.

    And that is why we’ve introduced Customer satisfaction(CSAT) surveys in Hiver.

    It is the most straightforward way of measuring customer satisfaction with a business purchase or an interaction.

    All you have to do it ask a simple question - something like: How satisfied were you with your experience?

    And the response can be one of the three emojis: happy, neutral, or sad.

    Read full article.
    https://hiverhq.com/blog/csat/
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  7. In the marketing world, businesses have moved from a pure B2C/B2B model to a P2P model (People to People). People buy from people, and customer experience should be no different.

    The path to business success and growth is paved with quality customer experiences (CX). CX is arguably the #1 proven way to positively impact revenue, especially over the long-term. There are usually a number of touch-points in the buyers’ journey, and if a customer is not satisfied at each one, they can very easily go elsewhere. Competition is fierce, especially in a thriving global economy. Only companies that deliver consistently superior CX will create emotional connections that are strong enough to earn customer support. Once a buyer has chosen your company the challenge is to keep them as a customer and build a relationship, reducing churn and increasing life time value.
    http://customerthink.com/improve-customer-service-to-improve-call-center-performance/
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  8. Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions.
    Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. It is true that without satisfaction, customers will not return to a hotel or restaurant. And they will almost certainly share their (bad) experiences with anyone who will listen.

    Hospitality is also one of the industries that receives the most comments online, thanks to TripAdvisor and other booking sites. There is no hiding from their clients for hospitality! While I empathise, it’s not all bad news. This is because it also means that great service will also be more quickly seen online. Therefore you can make changes and see the results almost immediately, or at least far quicker than in most other businesses.

    Read full article.
    http://customerthink.com/fundamentals-of-a-customer-first-strategy-for-every-industry/
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  9. The Customer Feedback Software Market report gives a detailed overview of the dynamics of the industries, which impacts on the growth of businesses. The study comprises a blend of various segments such as drivers, restraints, and opportunities. Different scenarios are examined in this report along with the top driving factors and that offers the ways for business expansion. The effective strategies are implemented by the various top-level key players to shape the businesses.
    https://amarketreportsworld.com/customer-feedback-software-market-2019-investment-breakdown-insights-scope-forecast-by-2026mint-officetime-learnvest-quicken-ynab-wallethub/10681/
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  10. Tie in your customer insights and make your projects a success. Mopinion has just launched a new integration with collaboration and work management software Asana. This new and improved integration – facilitated using Mopinion webhooks – allows users to push user feedback to their Asana boards and tasks without ever having to leave the Asana app!
    https://mopinion.com/mopinion-integration-with-asana/
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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.