Fonolo

JULY 5, 2023

People are willing to forgive brands for making mistakes and want to support local brands. Just make sure you fix your mistakes! We often think of word of mouth in the literal sense but these days it’s far more: customer reviews, social media, and micro-blogs are all word of mouth too. And don’t forget to follow up!

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

SurveySensum

OCTOBER 17, 2023

And for this, they are required to understand the importance of gathering and analyzing customer feedback. This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction.

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

SurveySensum

OCTOBER 23, 2023

GetFeedback is a customer feedback platform that empowers businesses to capture real-time data from customers at different touch points of the customer journey. The tool provides several exciting features, like survey customization, a gamified user interface, feedback segmentation, custom reports, and many more.

NPS 52

NPS Social Media Text Analytics Outlook 52

SurveySensum

FEBRUARY 7, 2024

Use analytics tools, customer feedback platforms , and social media monitoring to gain deeper insights into your audience. You can accomplish this by asking your audience directly for input through surveys and polls. Establish a two-way street of communication by encouraging open dialogue through comments, polls, and surveys.

Social Media 52

Social Media Entertainment Customer Feedback VOC 52

SurveySensum

SEPTEMBER 18, 2023

Did you ever notice that after attending a meeting on Google Meet a survey pops up → ‘How likely are you to recommend Google Meet to other people you work with?’ This is what the in-app survey looks like. These surveys provide a unique opportunity to gather customer feedback right when they are interacting with your product.

Start-ups 52

Start-ups Gaming Customer Feedback NPS 52

SurveySensum

FEBRUARY 27, 2024

Contrast this with Office B, where your entrance is met with your manager’s reprimand for a minor mistake, colleagues who are uncooperative, and unnecessarily extended working hours. But first, gauge their satisfaction and engagement levels with employee engagement surveys. Where would you prefer to work?

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

SurveySensum

FEBRUARY 24, 2023

In this blog, we will explore various strategies that automotive businesses can use to improve customer satisfaction. Whether you’re a dealership, a car manufacturer, or a service center, the insights and tips shared in this blog can help you enhance the customer experience and drive long-term success.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Customer Feedback CRM 52

Doing CX Right

SEPTEMBER 19, 2020

Mistakes happen because we’re HUMAN! Provide customer feedback. . Companies typically learn what customers want based on asking them through surveys, focus groups, social media comments, and more. Please note: ExperiMentations Blog Post (“Our Blog Post”) is not intended to be a substitute for professional advice.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a common thread: common VoC program mistakes. I don't even know how that makes sense.

VOC 58

VOC Social Media Start-ups Customer Loyalty 58

Intercom, Inc.

JULY 26, 2018

He craved thoughtful feedback from real customers (instead of free beta users) and rushed to market. About five years ago, I had a couple other SaaS products in the survey space, and at the time getting things related to SaaS metrics was an exercise in futility with lots of Excel spreadsheets or hacking to get these little internal tools.

Non-Profits 137

Non-Profits Finance Start-ups Customer Acquisition 137

ProProfs

MAY 4, 2023

This is according to the 2021 Gallup survey for employee engagement , which also revealed that as many as 14% of the employees actually go out of their way to hurt their organization. In this blog post, we’ll learn about using quizzes to engage employees and boost productivity. Fewer Mistakes Engaged employees make fewer mistakes.

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a common thread: common VoC program mistakes. I don't even know how that makes sense.

VOC 32

VOC Social Media Start-ups Customer Loyalty 32

ProProfs

JULY 19, 2019

This is a huge mistake on their part. Surveys provide actionable information for all kinds of online training environments. With this in mind, we discuss in this blog 10 effective training evaluation survey questions that you should include in your training survey. How to Make Survey Questions Highly Effective.

Construction 61

Construction Start-ups Customer Survey Sales 61

Beyond Philosophy

APRIL 9, 2018

Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the way of getting that honest feedback, at least in some instances. One of the best ways to get authentic feedback from customers does not involve fancy math or a psychology degree.

Customer Loyalty 105

Customer Loyalty Customer Experience Customer Relationship Customer Feedback 105

Beyond Philosophy

APRIL 17, 2015

The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. In fact just look at the organizations in these surveys and you’ll see they all provide a good employee experience and Customer Experience. Both members of this marriage have a voice.

VOE 148

VOE VOC CX CEM 148

Aquire

JULY 26, 2021

Mistakes happen, and sincerely apologizing to a customer after an inconvenience is a great way to maintain a relationship while acknowledging their frustration. Please don’t hesitate to provide feedback and suggestions to help us improve, even from afar. Thanking a customer for positive feedback. Best of luck! Your name].

Customer Service 98

Customer Service Start-ups Social Media Customer Feedback 98

Qualtrics

JULY 18, 2019

Collecting feedback from customers and employees is more important now than ever before. And, as we shared in this recent blog post, there are more ways than ever before to do it. Simply collecting feedback, though, won’t make you successful. Perhaps you share customer feedback internally now among your colleagues and managers.

Close the Loop 49

Close the Loop Government Customer Feedback Construction 49

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's typically too late to save the employee, which can be a costly mistake. I do, however, like the concept of the stay interview.

Close the Loop 77

Close the Loop Customer Service Customer Experience CX 77

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. In this blog post, we’ll answer all these questions and more. That’s a huge mistake. That’s the power of responding positively to customers’ negative feedback.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

CallCare

NOVEMBER 23, 2021

Even if the reason for their first contact was highly unpleasant, they are considerably less likely to provide negative feedback or describe an overall lousy engagement. However, dismissing the potential influence of automation in the contact centre, especially when AI is paired with robotic process automation (RPA), would be a mistake.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

Intercom, Inc.

JANUARY 14, 2021

And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products. The best way to know your customers is through feedback. Too often, companies make the mistake of going after too many things at once.

Engineering 225

Engineering Start-ups E-commerce Sales 225

SurveySensum

MARCH 17, 2023

Car manufacturers, dealers, and OEMs are utilizing customer feedback tools to understand customer expectations and improve their services accordingly. Possession of mobility is changing & moving towards the best service and shareability Accenture surveyed 7.5K They don’t want to deal with mistakes and delays.

Customer Experience 52

Customer Experience Manufacturing Entertainment Touchpoint 52

Intercom, Inc.

MAY 3, 2018

Finding those problems to solve, however, becomes increasingly difficult as you scale – where the volume of feedback, and noise level of the vocal minority, compounds by the day. I hosted Rohini on our podcast to talk about everything from prioritization and product roadmaps to the nitty-gritty techniques for parsing customer feedback.

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. From that point on, I saw vast improvements in my trainees and got excellent feedback.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. Agents can also send feedback directly to script authors to further improve processes. Jeff Greenfield.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Zendesk

MAY 26, 2021

And the surge to online has put the spotlight on customer service, with half of customers surveyed in our 2021 Trends Report reporting that CX is more important to them now compared to a year ago. We surveyed 3,000 customers across the world and looked at our data index of 90,000 companies using Zendesk to find this answer.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

CSAT.AI

SEPTEMBER 10, 2019

As we discussed in a pre viou s blog , problems will arise. Owning your mistakes helps maintain and rebuild trust, so does empathy. appeared first on Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis. Trust is built and strengthened over time.

Customer Relationship 52

Customer Relationship Customer Service Sentiment Analysis Touchpoint 52

ProProfs

MARCH 22, 2017

According to CARA’s 2010 Survey on social media impact, nearly 70% of what is learned in life and at work happens through informal and social learning. Creative employers can even go as far as to establish a dedicated corporate blog where all team members can contribute, initiate discussions and bring up common problems for group solving.

Social Media 82

Social Media Education Start-ups 82

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Make no mistake.

Social Media 345

Social Media VOC VOE Contact Center 345

SurveySensum

MARCH 1, 2024

It’s not just MagnetHome, many organizations do the same for either of the following reasons – They either focus only on the NPS score and not only on the feedback Or they don’t know how to properly analyze the NPS feedback (or leverage the power of a robust NPS software for quick analysis ). What does this lead to?

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

Hodusoft

JUNE 21, 2023

This blog post details everything about call centers starting from different types of call centers, how they work, what call center software is, how it works, and how to set up a call center. If you want to conduct surveys or intend to generate qualified leads, then an outbound call center would be right for you.

Omnichannel 52

Omnichannel Start-ups Customer Service Sales 52

SugarCRM

JUNE 20, 2019

Better awareness leads to fewer mistakes; fewer mistakes lead to more efficient planning. To discuss this blog with other members of the SugarCRM community, please visit the SugarCRM Partner Corner. Of course, every company is unique and has its own set of key dates and deadlines. Isn’t that simpler?

Invoicing 20

Invoicing CRM NPS Customer Feedback 20

Aquire

AUGUST 30, 2021

In a 2020 study , 97 percent of marketers surveyed reported a measurable lift to their business outcomes from their personalization efforts. This also works with content – if a site visitor browses certain blog posts and then returns to the site some other time, the chatbot is able to make relevant recommendations or try to gather feedback.

Customer Service 98

Customer Service Omnichannel Social Media B2B 98

Intercom, Inc.

OCTOBER 1, 2020

And then it would be live, and we’d announce it via Intercom and get the feedback and see if we got it right or not. But I remember I wrote a blog post back then, and even then when we were executing that, we knew it wasn’t perfect. And even the six-year stuff was quite hand-wavy. What did they say? Why did they quit?

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

OCTOBER 1, 2020

And then it would be live, and we’d announce it via Intercom and get the feedback and see if we got it right or not. But I remember I wrote a blog post back then, and even then when we were executing that, we knew it wasn’t perfect. And even the six-year stuff was quite hand-wavy. What did they say? Why did they quit?

Engineering 165

Engineering Start-ups Finance Sales 165

SurveySensum

SEPTEMBER 7, 2023

And within an hour you received a survey in your inbox – ‘How likely are you to recommend the washing machine to your friends?’ A CSAT Survey on delivery experience – ‘On a scale of 1 to 5, how satisfied are you with your overall experience with our delivery service?’ When to Send a Relationship NPS Survey?

NPS 52

NPS Net Promoter Score Close the Loop B2B 52

SurveySensum

NOVEMBER 6, 2023

They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. Bakery A didn’t uncover any useful feedback, but Bakery B discovered customers were unhappy with the limited dine-in cake options. But more often than not, businesses fail to get maximum value from their NPS feedback. What changed?

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52