GetFeedback

SEPTEMBER 14, 2018

More than likely, your disappearing customers aren’t writing you five-star reviews as they walk out the door. In today’s world of subscription-based business models and limited trial periods, many brands risk losing a large swath of customers after a certain time frame has passed. No brand is immune from customer churn, either.

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170

ShepHyken

JANUARY 11, 2019

In the case of Net Promoter Score (NPS) surveys, this may mean they only get back to “Super Detractors”, i.e. those who leave a score of 0, 1 or 2 on a 11-point scale. In the case of Net Promoter Score (NPS) surveys, this may mean they only get back to “Super Detractors”, i.e. those who leave a score of 0, 1 or 2 on a 11-point scale.

Feedback 94

Feedback Blog NPS Net Promoter Score 94

GetFeedback

FEBRUARY 18, 2019

What truly matters is what you do with your NPS survey results. To effectively engage customers, you’ll need to go beyond just sending out an NPS survey. To effectively engage customers, you’ll need to go beyond just sending out an NPS survey. The NPS survey follow-up strategy. Did you send your NPS survey via email?

NPS 199

NPS Net Promoter Score Reference Feedback 199

Customer Bliss

SEPTEMBER 6, 2018

It might seem really compelling to want to put all the information together on a spreadsheet, or a trending chart, or present a dashboard of the survey results, but resist that temptation. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Presentation 111

Presentation Chief Customer Officer Blog Information 111

Steve DiGioia

APRIL 3, 2023

But, if that’s the case, at least find a few seconds to acknowledge the customers who enter your door, regardless of how busy you are. As we stood behind the “Please Wait To Be Seated” sign, I surveyed the joint. The post At Least Acknowledge Me Before You Ghost Me appeared first on Steve DiGioia Customer Service Blog.

Sports 64

Sports Blog Customer Service Customers 64

BirdEye

MAY 30, 2023

In this blog post, we’ll explore the best customer feedback tools you can use to quickly gather, manage, analyze, and action customer feedback. In addition, you can use customer feedback software to measure and analyze the website feedback, survey responses, and customer opinions you receive.

2023 98

2023 Feedback Net Promoter Score Social Media 98

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The topic of empathy topped the list of posts this year.

2014 76

2014 Metrics Net Promoter Score Blog 76

SurveySensum

NOVEMBER 28, 2023

Have you ever launched an NPS or CSAT survey and wondered – ‘What am I going to do with all this data?’ If you did, then this blog is for you and everyone who struggled with What to do with this feedback? How to analyze it? How to make it actionable? And how to respond to the customers? Let’s find out! So what did they do?

Automotive 52

Automotive NPS Feedback Touchpoint 52

GetFeedback

JUNE 5, 2018

If you’re a data-driven marketer, you want all the lead information you can get your hands on. Unfortunately, if you ask for it all at once—in one big, ugly form—people aren’t going to bite. It’s a problem marketers come up against all the time. You need the data, but how do you get it without putting people off? Advanced forms.

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Document Information User Experience Consumers 170

SurveySparrow

MARCH 10, 2024

Have you ever conducted a survey and wished the responses were more…honest? While Google Forms doesn’t offer a built-in mode, this blog will tell you how to make them anonymous. What is an Anonymous Survey? So, anonymous surveys act as a secret ballot for feedback and opinions. Did you get the gist?

Feedback 52

Feedback Definition Connections Presentation 52

Horizon CX

OCTOBER 2, 2023

A customer has purchased $4,500 of lumber and doors, three carts full and all is paid for. The customer then waits 40 minutes because only one employee in the store has a key to open the loading door to allow the customer to exit. A Service Desk Associate is assigned to a checkout register for the first time. Customers wait.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

Customer Bliss

OCTOBER 16, 2018

And, what we need to do is have leaders check their silo at the door, understand, and agree on—from an across the journey standpoint—”how reliable are they?” Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. 1: C-Suite Commitment.

Chief Customer Officer 185

Chief Customer Officer Customer Experience Leadership Customers 185

ClientSuccess

JULY 6, 2022

Often used to open the door to these more unique customer experiences, customer loyalty programs can be an excellent idea for CSMs and team leaders alike to delve into some of these new ways to connect and engage with customers. As CSMs, finding new and creative ways to engage with customers is not always easy. Ready to learn more?

Loyalty Programs 79

Loyalty Programs Loyalty Webinar Demo 79

SurveySensum

JANUARY 24, 2024

Initially, Alice was excited about these feature requests from the product feedback surveys. But she knew that blindly implementing every feature request could lead to confusion rather than innovation. Because the challenge is to prioritize which one – how to identify the one that has the biggest impact or aligns with the business goal.

Roadmap 52

Roadmap Feedback Demo Customers 52

SurveySensum

NOVEMBER 22, 2023

Explore these 13 best practices for website feedback surveys. Do you know that 88% of online customers don’t return to a website after a poor user experience? That’s a huge chunk of potential business loss, right? That’s why offering a seamless experience is crucial to keeping visitors engaged and returning for more.

Feedback 52

Feedback Customer Insights Insights E Commerce 52

Comm100

OCTOBER 10, 2022

In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each brings. In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each brings.

Customer Service 84

Customer Service Customers Technology 2019 84

Customer Bliss

APRIL 11, 2018

Pal’s Sudden Service, a drive-through restaurant based in Tennessee with twenty-six locations, enlists a 60-point psychometric survey to determine whether the teenagers, who will deliver food to your drive-in window or make your burgers, will sync with the values of the company and the team they will join. Acts of Trust Are Necessary.

Hotels 209

Hotels Insurance Books Banking 209

SurveySensum

NOVEMBER 21, 2023

When to launch this survey? Place the NPS form on your website or in post-interaction surveys to gather feedback when users are engaged. Place the NPS form on your website or in post-interaction surveys to gather feedback when users are engaged. Embed this form on your website or post-interaction surveys.

Feedback 52

Feedback NPS User Experience Insights 52

PeopleMetrics

SEPTEMBER 1, 2015

They’re developed behind closed doors, from invisible pressures. Consider the phrase “My door is always open.” Employee engagement surveys are only as good as the candor with which they’re taken. The short of it: Amazon is a competitive, punishing, often-cruel workplace. People cry at their desks, sometimes past midnight.

Customer Centricity 103

Customer Centricity Culture Leadership Definition 103

SurveySparrow

NOVEMBER 30, 2023

Let me pose a question to you: Why do some surveys excel at extracting meaningful and valuable data effortlessly? This blog will go into the nuances of close-ended questions. We’ll deal with everything from its meaning to the best practices to follow while incorporating them into a survey. The key here is precision.

Insights 52

Insights Net Promoter Score Demo Transportation 52

CX Journey

OCTOBER 12, 2016

Image courtesy of dushy4 I originally wrote today's post for ICSA as part of their blog carnival and celebration of National Customer Service Week. It appeared on their blog on September 5, 2016. It is a modified version of a post that I wrote for CX Journey back in 2012. It’s time for companies to think about their employees first.

2012 77

2012 Employee Experience Culture Customer Service Representative 77

ClientSuccess

DECEMBER 14, 2021

One way to make the customer renewal process even more manageable is to set up a renewal survey. Here is the winning CSM renewal survey strategy to use with your customers: Q: Is it your intention to renew your subscription with [product and/or brand]? This makes sense because, after all, CSMs are not in sales for a reason.

Sales 90

Sales Brands Customer Success Engagement 90

SurveySensum

FEBRUARY 6, 2024

Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. So, what is a cancellation survey? A cancellation survey is a set of questions sent to users to determine why your customers are leaving. But first, you need to know the amazing benefits of this survey.

Feedback 52

Feedback Demo Insights User Experience 52

ShepHyken

NOVEMBER 28, 2022

3 Tips To Improve Your Survey Response Rates by Kelechi Okeke. 3 Tips To Improve Your Survey Response Rates by Kelechi Okeke. My Comment: I’m often asked, “How can I get more customers to respond to our surveys?” I have added my comment about each article and would like to hear what you think too. by Debbie Laskey.

Article 12

Article 2022 Customer Service Contact Center 12

NICE inContact

JUNE 20, 2017

Those customer service representatives (CSRs) don’t understand the logistics of getting this product out the door! Why can’t the guys in the warehouse & shipping department get these orders out the door? Cross-functional job shadowing. Cross-functional job shadowing positively contributes to a culture of understanding.

Contact Center 48

Contact Center Culture Customer Service Representative Communication 48

Beyond Philosophy

AUGUST 15, 2019

Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. I also always get a survey after the flight, which is far too many of them. Peppers agrees that this data isn’t ideal for measuring Customer Experience performance but says that VOC surveys are essential to discover areas of opportunity in the experience.

Measurement 125

Measurement Net Promoter Score NPS Metrics 125

Totango

AUGUST 3, 2021

A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. Here we’ll help you steer clear of the most frequent pitfalls SaaS companies encounter when deploying a freemium sales model. What Are the Most Common Freemium SaaS Mistakes and Their Solutions?

Sales 118

Sales Social Media Blog Marketing 118

BirdEye

JULY 12, 2023

Read this blog post to know everything about Sender Score and how you can improve your email reputation. Email marketing is a digital marketer’s favorite tool. People who opt-in to hear from your business are usually easier to convince than the leads from social media or other channels. And that depends on Sender score.

Metrics 97

Metrics Social Media Marketing Travel 97

Beyond Philosophy

SEPTEMBER 19, 2019

Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 One of the most extensive surveys in the UK, the Institute have been running the index twice a year for ten years. User Experience: Is an organization easy to do business with?

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

Thematic

JANUARY 2, 2019

However, it takes commitment, diligence and lots of effort to do it well. In the simplest form, excellent service is the result of treating customers with courtesy and respect. Treat them like people first, with an empathetic and sympathetic approach, and you are on the path towards success. That begins with your customer-facing teams.

Engagement 98

Engagement Customer Experience Contact Center Seminar 98

SurveySparrow

OCTOBER 25, 2023

This is a perfect example of marketing the brand like a pro! Now, what exactly is brand marketing? And why is it so important? What is a brand? Before we get to the heart of the matter, we need to clear up the basics. Do you think it’s just the name or logo of an enterprise? This is a common misconception. A brand is so much more than that.

Brands 52

Brands Marketing Social Media Connections 52

SurveySparrow

JULY 27, 2023

In this blog, we’ll delve into the pros and cons of AI in marketing, shedding light on its benefits and challenges. From streamlining processes to enhancing customer experiences, AI is transforming the way businesses connect with their target audience. But it’s not without its drawbacks. What is AI Marketing?

Marketing 52

Marketing B2B Insights Roadmap 52

SurveySensum

DECEMBER 18, 2023

In today’s blog, I will teach you everything I have learned in the process and help you take your business marketing to another level. Customer feedback can be collected through various channels, such as surveys, reviews, social media, and direct communication. After a while, I noticed that my customers were churning.

Feedback 52

Feedback Competitive Advantage Reference Customers 52

SurveySparrow

AUGUST 29, 2022

Using the 50+ employee NPS survey questions here (and our tips!), Employee NPS survey questions can undo this cycle of disengagement among workers. And the tips for using such a survey well? In this blog, we’ll cover: What is Employee Net Promoter Score? 50+ Employee NPS Survey Questions + Template.

NPS 52

NPS Net Promoter Score Culture Employee Experience 52

BirdEye

NOVEMBER 27, 2023

This blog isn’t about turning every customer into a lifelong friend. Foster a customer-centric culture within the organization In this blog, we discuss more about them in detail. What’s that one thing every business must face, even when they don’t want to? It is dealing with difficult customers. Ready to handle the hard stuff?

Social Media 109

Social Media Customer Service Representative Customer Centricity Customer Satisfaction 109

Customer Enthusiast

OCTOBER 26, 2018

To be clear: Comcast is not a client and this blog post is not intended to be a PSA on the company’s renewed commitment to customer service. As the day unfurled, I detected an emphasis on organizational purpose as opposed to strategy, tactics, or the daily yeoman work required to run a $160B company. Who are we? What are our values?).

Customer Experience 90

Customer Experience Net Promoter Score 2011 Culture 90

Service Untitled

MAY 15, 2009

Service Untitled The blog about customer service and the customer service experience. Even though something like this seems out of place on a blog about customer service, a physically inviting workplace leads to employees feeling more comfortable and relaxed. Therefore, it’s relevant. No related posts to display.

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Blog 2006 2009 2010 40