Expert insights. Personalized for you.
Italian mathematician Galileo was already talking about the importance of measuring progress in the late 16th century: “Measure what is measurable and make measurable what is not so.”. The right KPIs depend on the contact or call center. MORE
One of the great things about Clubhouse is you can have exciting debates. For example, one of the recent debates asked the question, is Customer Experience the new marketing? . However, she says that what marketing does sets the stage for what Customer Experience will do. MORE
Closing the loop arguably drives the greatest ROI with VoC programs. Here's how it works: when an individual customer has a problem, the front line of the operation is notified and can follow up to make things right. What is "Closing the Loop"? MORE
We will tell you why this is happening and introduce some of the best Qualtrics alternatives, along with their main features, pros, cons, and pricing. . Is this the right time to look for a Qualtrics Competitor? The Merger! The Merger! Closing the loop. MORE
In the world of customer experience management , such straightforward scenarios can seem hard to come by. Sometimes the objective can seem so big, and the actions needed to achieve it seem very unclear. If you're collecting customer feedback, maybe these two thoughts can help you keep working to improve the customer experience. If you feel frozen, act small to improve the customer experience. We often mention the importance of closing feedback loops. MORE
It’s a great improvement over the past, but today’s “one-click” world means customers expect more. Incorporating customer insights into the daily lives of employees is a real challenge. Often, companies enable their employees to do no more than keep their heads down and focus on closing the loop on low Net Promoter Scores. These companies suffer from the “Ostrich Effect.” Voice of the Customer Analyst Insight Webinars MORE
One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. And then, three hours before my flight, I scratched the entire section. I stood in front of the class and pulled out at 12-foot pole. And I told my group of 12 people that their task was to lower the stick to the floor. MORE
A focus on customer experience is essential for the success of any organization. And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. MORE
To paraphrase the famous saying, there are only two things that are certain in business: churn and taxes. While it is impossible to completely avoid either, there is much you can do to limit the impact of both. However, that does not mean you cannot mitigate the effects of churn. MORE
Confirmit Horizons provides everything you need to develop feedback and research programs that engage your audience, maximize responses, and make it easy for you to share and act upon the data you gather. How does Confirmit Horizons support my business? MORE
Imagine, you’ve ordered a meal and it got delayed by 2 hours, you’ve sent quick feedback but got no response from the company. Do you know every bad experience is the lost revenue for your business of that specific customer? In this new era, the experience is the differentiator, not the brand. Customer-centric mindset is the need of the hour to conquer the competition and make your brand stand-out. Listen to the customers constantly. MORE
However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers. After all, customers are the end-users of our experience. But as I’ve mentioned before, only the vocal minority of customers will give you feedback. In the absence of comprehensive customer feedback, why not ask your employees to weigh in? They’re on the frontline. Think about the day-to-day grind of your employees. MORE
Slice them in half then squeeze out the inside of the fruit, literally crunchy sparkling citrus pearls, onto guacamole, fish or in a margarita. The marketplace provides small farmers with an additional income stream, as 50% of the profit goes back into their pockets. MORE
The list of questions can get out of hand quickly. The need to act upon available data can sometimes get lost in new digital innovations and a steady stream of more data rolling in. Organizations that are looking to improve the customer experience oftentimes get too wrapped up in the technical side of it – focusing heavily on shiny new technologies, while constantly pushing out new surveys and collecting more data. Act on Available Data, then Close the Loop. - MORE
Some of us live, breathe and constantly think about the customer experience. Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service. MORE
It’s comforting to think that everyone in the organization puts the customer first. This attitude should, in theory, lead to happier customers, better business outcomes, and the type of place anyone would love to work. It’s easy to talk about being a customer-first organization. MORE
Image courtesy of rovingisydney Do you close the loop with your customers? One of the most important best practices of any world-class VoC initiative is to close the loop with customers. They take the time to tell companies what they like and don''t like about products and services; as a result, companies must listen and respond, both by making changes and by letting customers know what improvements have been made. MORE
Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered. 5 Ways to Make the Most of Your Customer Feedback Program. MORE
It will be tempting to make your plays at the surface: program-level adjustments. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience. CX goes beyond interactions to include customers’ behind-the-scenes decisions and uses. MORE
We now live in the age of the customer, where customers expect consistent, high-value experiences. That’s why companies are implementing some type of voice of the customer (VoC) program. They want to get customers’ feedback on preferences and experiences, share these insights with corporate stakeholders, and act on these insights so they can improve the experience. According to the report, only 14% are successful with their VoC. MORE
Here's the thing: If you’re not acting on customer feedback, then there’s not much reason in collecting it. We just buttoned up a study about customer experience in the banking industry. In the study, we looked across the customer bases of all of our retail banking clients for interesting trends and insights. Those that are collecting customer feedback may be aware of customer experience suggestions from 20% of customers (and input from the other 80%). MORE
Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. Remember the old Gartner stat: 95% of companies collect customer feedback. Yet only 10% use the feedback to improve, and only 5% tell customers what they are doing in response to what they heard. MORE
If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled. In the world of market research, this approach makes sense. But as customers have become more aware and their expectations have risen, this “open-loop” system falls short. These automatic notifications are a core element in a closed-loop customer feedback system. MORE
After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". MORE
The challenges facing customer support leaders are more complex than ever. The results? These are the kinds of things that help our support org to function more smoothly and impactfully so we can support our customers at scale, without needing to increase budget or headcount”. MORE
How To Close the Loop on Customer Feedback: Best Practices for 2021. But that all depends on how effectively you're closing the loop with your customers. Can customer feedback improve performance? Absolutely! MORE
It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Survey programs across all industries are struggling to obtain both the quantity and quality of data required to make intelligent decisions. Companies need to join the conversation.” MORE
Recover alerts are the core of any advanced VoC program. Recover alerts immediately identify the customers who have had a recent poor experience. Following up on recover alerts is the heart of your VoC program. The first is a centralized model. The Trade-Off. MORE
The majority of organizations do this with surveys. Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management. Related: Improving Your Voice of the Customer Listening Posts? MORE
Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. These components, which correlate closely with customer engagement and satisfaction , can be quantified by assigning key performance indicators to them. MORE
In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. MORE
Introducing our native integrations with Google and Facebook reviews, which will enable businesses to power their VoC programs with insights from the channels their customers are using. Often much of this feedback is open text, making it difficult to analyze without the right technology. MORE
Providing great experiences is becoming increasingly important as healthcare providers compete for loyalty and trust from their employees and patients during a time of change in healthcare that has been accelerated by the COVID-19 pandemic. MORE
Closed-loop Feedback: A Comprehensive Guide. What does closed-loop feedback or closing the loop really mean? Why should you close the feedback loop? How to Close the Loop? Types of Closed-Loop Feedback. MORE
Your survey-taking customers are likely out there in the world wondering what ever happened to the feedback they sent you. Making a point to come back to “close the loop” with your customers can reap greater rewards than you might think. Closing the loop with your customer means going a step beyond just gathering and analyzing survey response data. So what does it take to build a successful closed loop feedback program? MORE
It’s a great improvement over the past, but today’s “one-click” world means customers expect more. Incorporating customer insights into the daily lives of employees is a real challenge. Often, companies enable their employees to do no more than keep their heads down and focus on closing the loop on low Net Promoter Scores. These companies suffer from the “Ostrich Effect.” Voice of the Customer Webinars MORE
Miss the eggs in a cake recipe, forget earbuds for your iPod nano, omit the submit button on a form, arrive at an airport without your luggage, get no sleep in a 24-hour period — you get the picture. The 3 necessary action ingredients are (1) Micro Action, (2) Macro Action, AND (3) Cultural Action. Here's the recipe: 1) Micro Customer Experience Action. B) The investment in technology and time to address one at a time is high. MORE
Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. This blog post is about the alerts that are triggered based on a customer response to a survey. Contact PeopleMetrics: About the Author. MORE
It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Digitizing the onboarding process makes it repeatable, scalable, and easily accessible. The Importance of Time To Value. MORE
Recently, I received an NPS survey 15 minutes after I bought the product! So, 15 minutes after the purchase is certainly NOT the RIGHT TIME to send an NPS survey! CX experts around the world answer that and share their expertise and experience around it. Use the data. MORE
But that’s not where the work ends, either. If your company is growing fast, and you understand how taking action can lead to increased sales or business process improvements that impact the bottom line, it can be tempting to simply take feedback and run with it. But there’s an important follow-on step: close the loop with customers. What does it mean to “close the loop” with customers? But closing the loop with customers is different. MORE
Close the Loop Related Topics PeopleMetrics
FEBRUARY 18, 2021
How To Close the Loop on Customer Feedback: Best Practices for 2021. But that all depends on how effectively you're closing the loop with your customers. Can customer feedback improve performance? Absolutely!
PeopleMetrics
MARCH 4, 2020
Closing the loop arguably drives the greatest ROI with VoC programs. Here's how it works: when an individual customer has a problem, the front line of the operation is notified and can follow up to make things right. What is "Closing the Loop"?
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SurveySensum
JULY 25, 2019
Imagine, you’ve ordered a meal and it got delayed by 2 hours, you’ve sent quick feedback but got no response from the company. Do you know every bad experience is the lost revenue for your business of that specific customer? In this new era, the experience is the differentiator, not the brand. Customer-centric mindset is the need of the hour to conquer the competition and make your brand stand-out. Listen to the customers constantly.
CX Journey
DECEMBER 9, 2014
Image courtesy of rovingisydney Do you close the loop with your customers? One of the most important best practices of any world-class VoC initiative is to close the loop with customers. They take the time to tell companies what they like and don''t like about products and services; as a result, companies must listen and respond, both by making changes and by letting customers know what improvements have been made.
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PeopleMetrics
FEBRUARY 15, 2016
In the world of customer experience management , such straightforward scenarios can seem hard to come by. Sometimes the objective can seem so big, and the actions needed to achieve it seem very unclear. If you're collecting customer feedback, maybe these two thoughts can help you keep working to improve the customer experience. If you feel frozen, act small to improve the customer experience. We often mention the importance of closing feedback loops.
SurveySensum
NOVEMBER 22, 2021
Closed-loop Feedback: A Comprehensive Guide. What does closed-loop feedback or closing the loop really mean? Why should you close the feedback loop? How to Close the Loop? Types of Closed-Loop Feedback.
Qualtrics
JULY 18, 2019
But that’s not where the work ends, either. If your company is growing fast, and you understand how taking action can lead to increased sales or business process improvements that impact the bottom line, it can be tempting to simply take feedback and run with it. But there’s an important follow-on step: close the loop with customers. What does it mean to “close the loop” with customers? But closing the loop with customers is different.
Experience Investigators
JULY 20, 2021
The majority of organizations do this with surveys. Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management. Related: Improving Your Voice of the Customer Listening Posts?
Execs In The Know
NOVEMBER 30, 2021
In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations.
SurveySensum
NOVEMBER 11, 2021
We will tell you why this is happening and introduce some of the best Qualtrics alternatives, along with their main features, pros, cons, and pricing. . Is this the right time to look for a Qualtrics Competitor? The Merger! The Merger! Closing the loop.
SurveySensum
NOVEMBER 1, 2021
Recently, I received an NPS survey 15 minutes after I bought the product! So, 15 minutes after the purchase is certainly NOT the RIGHT TIME to send an NPS survey! CX experts around the world answer that and share their expertise and experience around it. Use the data.
Experience Investigators
NOVEMBER 16, 2021
Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered. 5 Ways to Make the Most of Your Customer Feedback Program.
Fonolo
JULY 27, 2021
Italian mathematician Galileo was already talking about the importance of measuring progress in the late 16th century: “Measure what is measurable and make measurable what is not so.”. The right KPIs depend on the contact or call center.
Confirmit
JANUARY 11, 2019
The list of questions can get out of hand quickly. The need to act upon available data can sometimes get lost in new digital innovations and a steady stream of more data rolling in. Organizations that are looking to improve the customer experience oftentimes get too wrapped up in the technical side of it – focusing heavily on shiny new technologies, while constantly pushing out new surveys and collecting more data. Act on Available Data, then Close the Loop. -
Qualtrics
DECEMBER 6, 2021
Introducing our native integrations with Google and Facebook reviews, which will enable businesses to power their VoC programs with insights from the channels their customers are using. Often much of this feedback is open text, making it difficult to analyze without the right technology.
Qualtrics
DECEMBER 6, 2021
Providing great experiences is becoming increasingly important as healthcare providers compete for loyalty and trust from their employees and patients during a time of change in healthcare that has been accelerated by the COVID-19 pandemic.
CX Accelerator
FEBRUARY 12, 2018
We now live in the age of the customer, where customers expect consistent, high-value experiences. That’s why companies are implementing some type of voice of the customer (VoC) program. They want to get customers’ feedback on preferences and experiences, share these insights with corporate stakeholders, and act on these insights so they can improve the experience. According to the report, only 14% are successful with their VoC.
PeopleMetrics
JULY 20, 2020
After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?".
Zendesk
DECEMBER 6, 2021
It’s comforting to think that everyone in the organization puts the customer first. This attitude should, in theory, lead to happier customers, better business outcomes, and the type of place anyone would love to work. It’s easy to talk about being a customer-first organization.
Totango
NOVEMBER 18, 2020
It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Digitizing the onboarding process makes it repeatable, scalable, and easily accessible. The Importance of Time To Value.
PeopleMetrics
MARCH 16, 2020
Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. This blog post is about the alerts that are triggered based on a customer response to a survey. Contact PeopleMetrics: About the Author.
PeopleMetrics
MARCH 1, 2017
If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled. In the world of market research, this approach makes sense. But as customers have become more aware and their expectations have risen, this “open-loop” system falls short. These automatic notifications are a core element in a closed-loop customer feedback system.
Confirmit
JANUARY 16, 2020
Confirmit Horizons provides everything you need to develop feedback and research programs that engage your audience, maximize responses, and make it easy for you to share and act upon the data you gather. How does Confirmit Horizons support my business?
PeopleMetrics
JULY 31, 2015
However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers. After all, customers are the end-users of our experience. But as I’ve mentioned before, only the vocal minority of customers will give you feedback. In the absence of comprehensive customer feedback, why not ask your employees to weigh in? They’re on the frontline. Think about the day-to-day grind of your employees.
Customer Service Life
FEBRUARY 4, 2021
Slice them in half then squeeze out the inside of the fruit, literally crunchy sparkling citrus pearls, onto guacamole, fish or in a margarita. The marketplace provides small farmers with an additional income stream, as 50% of the profit goes back into their pockets.
CX Accelerator
OCTOBER 9, 2018
It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Survey programs across all industries are struggling to obtain both the quantity and quality of data required to make intelligent decisions. Companies need to join the conversation.”
Myra Golden Media
NOVEMBER 15, 2018
One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. And then, three hours before my flight, I scratched the entire section. I stood in front of the class and pulled out at 12-foot pole. And I told my group of 12 people that their task was to lower the stick to the floor.
Confirmit
NOVEMBER 16, 2020
A focus on customer experience is essential for the success of any organization. And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead.
Experience Investigators
JUNE 22, 2021
Some of us live, breathe and constantly think about the customer experience. Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service.
PeopleMetrics
MAY 4, 2020
Recover alerts are the core of any advanced VoC program. Recover alerts immediately identify the customers who have had a recent poor experience. Following up on recover alerts is the heart of your VoC program. The first is a centralized model. The Trade-Off.
Beyond Philosophy
JULY 22, 2021
One of the great things about Clubhouse is you can have exciting debates. For example, one of the recent debates asked the question, is Customer Experience the new marketing? . However, she says that what marketing does sets the stage for what Customer Experience will do.
ClearAction
JANUARY 20, 2020
It will be tempting to make your plays at the surface: program-level adjustments. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience. CX goes beyond interactions to include customers’ behind-the-scenes decisions and uses.
Confirmit
APRIL 18, 2019
It’s a great improvement over the past, but today’s “one-click” world means customers expect more. Incorporating customer insights into the daily lives of employees is a real challenge. Often, companies enable their employees to do no more than keep their heads down and focus on closing the loop on low Net Promoter Scores. These companies suffer from the “Ostrich Effect.” Voice of the Customer Webinars
Totango
JULY 6, 2021
Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. These components, which correlate closely with customer engagement and satisfaction , can be quantified by assigning key performance indicators to them.
Totango
SEPTEMBER 1, 2020
To paraphrase the famous saying, there are only two things that are certain in business: churn and taxes. While it is impossible to completely avoid either, there is much you can do to limit the impact of both. However, that does not mean you cannot mitigate the effects of churn.
Intercom
APRIL 20, 2021
The challenges facing customer support leaders are more complex than ever. The results? These are the kinds of things that help our support org to function more smoothly and impactfully so we can support our customers at scale, without needing to increase budget or headcount”.
Confirmit
SEPTEMBER 20, 2018
It’s a great improvement over the past, but today’s “one-click” world means customers expect more. Incorporating customer insights into the daily lives of employees is a real challenge. Often, companies enable their employees to do no more than keep their heads down and focus on closing the loop on low Net Promoter Scores. These companies suffer from the “Ostrich Effect.” Voice of the Customer Analyst Insight Webinars
ClearAction
AUGUST 29, 2015
Miss the eggs in a cake recipe, forget earbuds for your iPod nano, omit the submit button on a form, arrive at an airport without your luggage, get no sleep in a 24-hour period — you get the picture. The 3 necessary action ingredients are (1) Micro Action, (2) Macro Action, AND (3) Cultural Action. Here's the recipe: 1) Micro Customer Experience Action. B) The investment in technology and time to address one at a time is high.
PeopleMetrics
JUNE 16, 2016
Here's the thing: If you’re not acting on customer feedback, then there’s not much reason in collecting it. We just buttoned up a study about customer experience in the banking industry. In the study, we looked across the customer bases of all of our retail banking clients for interesting trends and insights. Those that are collecting customer feedback may be aware of customer experience suggestions from 20% of customers (and input from the other 80%).
CX Journey
MAY 23, 2018
Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. Remember the old Gartner stat: 95% of companies collect customer feedback. Yet only 10% use the feedback to improve, and only 5% tell customers what they are doing in response to what they heard.
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