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/
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/
Collecting customer feedback is crucial, but there’s more to capturing the voice of the customer (VoC) than compiling readily available data and dropping it into a spreadsheet.
https://www.cmswire.com/customer-experience/voice-of-the-customer-decoded-4-tips-to-make-the-most-of-feedback/
We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience.
https://www.peoplemetrics.com/blog/5-insights-from-our-2016-study-on-customer-experience-for-banks/
So you’ve done everything possible to satisfy your customers. You’ve exerted all efforts to better your products and customer service. You treat customers like kings and queens, and provide everything to match their wants and needs all the time.
http://customerthink.com/5-reasons-why-customer-feedback-matters-more-than-ever/
Who would dispute the idea that feedback is a good thing? All can benefit from feedback. Both common sense and research make it clear...
https://www.snapsurveys.com/blog/5-reasons-feedback-important/
Read along to find out the seven reasons why creating a customer feedback strategy and listening to your customers’ feedback is important for your business.
https://survicate.com/customer-feedback/why-customer-feedback-is-important/
If you run your own business I know you do your best to please your customers, satisfy their needs, and eventually to keep them loyal to your brand. But how can you be sure that your efforts bring desired results? If you do not try to find out what your clients actually think about your service, you will never be able to give them the best customer experience. Their opinions about experience they have with your brand is helpful information that you can use to adjust your business to fit their needs more accurately.
https://blog.startquestion.com/7-reasons-why-customer-feedback-is-important-to-your-business-28e99c00eba7/
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/
“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/
