success customer-feedback 
C3Centricity
FEBRUARY 13, 2024
Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. Thriving in this dynamic environment requires a commitment to continuous improvement and a deep understanding of customer needs and preferences.
InteractionMetrics
DECEMBER 8, 2023
Amazon’s Jeff Bezos famously quipped, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” What’s Customer Feedback? Success Tip #1: Look at your requests for feedback (your emails, SMS messages, etc.)
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InMoment XI
SEPTEMBER 21, 2023
Online reputation management is the process of actively monitoring and influencing the way your business is perceived by your customers and the general public. This team should ideally consist of individuals with expertise in social media management, customer service, and public relations. Sounds like a lot, right?
InMoment XI
AUGUST 17, 2023
Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.
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When surveys show that customer journeys aren’t meeting expectations, companies need to take action. Most organizations “close the loop” on feedback by following up with customers afterward. Unfortunately, companies don’t always see a positive financial impact from these actions.
InMoment XI
MAY 3, 2024
Companies that prioritise understanding and meeting customer needs stand poised to thrive in a constantly changing marketplace. Foot Locker stands out as a beacon of innovation and customer-centricity. These include: Surveys: Structured feedback mechanisms to gather comprehensive insights into the customer experience.
Win the Customer
AUGUST 8, 2023
Artificial Intelligence (AI) can be a transformative tool for businesses to collect, analyze, and act upon customer feedback in real-time, leading to continuous improvement in customer experience. In today’s hyper-competitive business landscape, understanding and meeting customer expectations is paramount for success.
Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley
Responding to online negative feedback can be challenging. In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience. What should you say? What should you not say?
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The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. When executed properly, a Voice of the Customer program will give you real-time insight into your customers’ experiences.
Advertiser: Vanilla Forums
As the eyes and ears of an organization, Customer Success can drive acquisition, expansion, and retention. But without a clear understanding of a product’s capability, or the value it creates for customers, churn is unavoidable.
Speaker: Scott Baldwin of ProductBoard
Listening to the voice of the customer (VoC) and utilizing product feedback and ideation are some of the most effective ways to do just that. How community-led and product-led growth can act as multipliers for a product's success. How to create a tight and ongoing feedback loop.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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