Are you getting the most out of your customer feedback? How can you ensure your feedback will transfer to solid actionable insights that make a difference to your business?
Here, I share some common mistakes I’ve seen companies do when collating and analyzing feedback, in my role as CEO for Thematic, and beyond. Make sure you’re not committing these faux pas. Once you’ve got the deep insights that are also accurate, they can transform your business strategy.
http://customerthink.com/12-big-mistakes-when-collecting-and-analyzing-customer-feedback/
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/
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/
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/
If you’re a small business owner, online reviews can be a blessing or a curse. They’re great when you’ve got enough reviews—and if they’re positive. But things can change fast. Just one negative review can cost a business up to 30 customers.
https://www.allbusiness.com/company-online-reviews-manage-117153-1.html/
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/
Mopinion is happy to announce its expansion to the French market as well as the appointment of a dedicated French sales team, led by Head of Sales for France, Fanny-Laure Thomas. This expansion is part of our greater strategy to better cater to the needs of its French clients, including the world’s largest sporting goods retailer Decathlon and cultural products retailer Cultura, as well as extend our footprint to more European organisations.
https://mopinion.com/mopinion-expands-its-presence-in-france/
We recently read a crazy Linkedin post from Dave Grow, CEO of LucidChart. Dave took a common piece of advice for entrepreneurs “to do things that don’t scale,” and used it to better understand his customers. He has read more than 100,000 customer support tickets at LucidChart
https://customerthink.com/grow-your-company-faster-by-reading-customer-feedback/
