Do you collect customer feedback? Are you using it to address the problems your customers actually experience? You may have found that Net Promoter Scores are great for learning what customers feel, but don’t provide specific insights.
Unstructured comments are rich with detail, but with over 80,000 comments per month coming into Atlassian, it’s Voice of the Customer team couldn’t effectively categorize and measure what that information meant.
https://customerthink.com/rufing-it-out-with-customer-feedback-knowing-the-why/
There are many reasons why companies don’t succeed, but one important reason is not analyzing customer feedback correctly, and hence making bad decisions. How do you know what your customers like or dislike about your product or service? Isn’t it valuable data for you? Of course it is.
https://www.influencive.com/5-proven-growth-hacks-leverage-customer-feedback/
"I regularly do customer feedback surveys for competitive analysis purposes (full disclosure: ServiceDock is a CEM platform for multi-location businesses). For the most part, I am a genuine customer of the business when I do them and try to think as such, while also making notes on the survey solution. Some of these surveys can be extremely tedious and drawn out, but the most frustrating experience I frequently encounter is when I’m told that there is no chance of a follow-up on my feedback."
https://customerthink.com/closing-the-feedback-loop-should-be-a-goal-of-great-cem/
We also know that customers are bored with surveys – we’d even go so far as to say that surveys are dying. We’re offering brands a real alternative to traditional surveys that allows each to listen to customers on their terms. This year and beyond we want to continue to disrupt the market, have fun with this messaging and be seen as an alternative to traditional providers in this space.
https://realbusiness.co.uk/sales-and-marketing/2018/01/24/brands-ask-customer-feedback-months-line/
Today, brands in all industries are facing new challenges. There has never been more feedback online, and the expectations have never been higher. For a business, online customer support is no longer an option. Customers are demanding more, and they want answers at their fingertips. In this digital and social media age, where customer experiences are laid out on the table for other customers to see, companies want to understand how engagement and experience are affecting customer relationships, and they are using feedback to measure it.
http://www.convinceandconvert.com/customer-experience/measure-customer-experience/
Online ratings and reviews can offer valuable insights into what customers are really thinking. But what happens when that feedback isn’t the whole story? However, there’s actually hope in the “silent majority,” and it starts with bridging the gap between timely customer feedback and the brick-and-mortar shopping journey.
http://multichannelmerchant.com/blog/giving-voice-silent-majority-boosts-the-customer-experience/
Whether you’ve just launched your website or you’re in the process of improving the online customer experience, customer feedback will serve as an invaluable tool in achieving your business’ goals. This feedback not only has the potential to provide you with insights into which kinds of problems your visitors are running into but it can also reveal which features work well for them. The easiest way to gather this feedback is via feedback forms. For WordPress users in particular, this is especially easy as there are various plugins available that serve up feedback solutions at no cost.
https://mopinion.com/how-to-install-a-feedback-form-in-wordpress/
We’re seeing significant advancements in loyalty as brands seek new ways to add value for customers. Here are the seven biggest trends impacting the loyalty landscape currently.
https://marketingland.com/7-biggest-trends-driving-customer-loyalty-232518/
Web design is one of the most important aspects of a customer’s experience when viewing a business’s webstore. Whether looking for a product or a service, customers tend to wish for ease-of-use and accessibility across devices first and foremost, but there are multiple other aspects to consider when designing your website. In fact, just looking to the design of a webpage can automatically improve its function and, in turn, bring more visitors to your page. More visitors potentially means more customers! Here are the main ways you can improve your website to guarantee that it highlights all of the best bits you have to offer.
https://www.business2community.com/web-design/web-design-impacts-customers-online-experience-01992894/
If you haven’t noticed, it’s all about the customer these days. According to a research carried out by Deloitte and Touche, customer-centric companies are 60% more profitable than those not focused on the customer.
https://mopinion.com/30-customer-feedback-tools-an-overview/
