Tags: customer-feedback*

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  1. Customer-centric businesses put customers at the core of the business, then make policy and process design decisions centered on the needs of those customers. That customer focus compels naysayers to label customer centricity as an ill-advised business strategy.

    What happens, those naysayers ask, when your heart pushes you to take action that interferes with a long and prosperous future?

    For example, let’s say you need to raise fees, but your customers disagree. Or you have policies in place to secure and protect your institution’s assets, but those policies feel unfriendly to your customers. How can making a decision that is best for customers also be a smart strategy for your business?
    https://www.peoplemetrics.com/blog/an-introduction-to-building-customer-understanding/
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  2. The final discipline of growth banking is all about listening and acting on feedback from your customers. This discipline requires an understanding of measure and metrics. It requires a commitment to closed-loop feedback. And it starts with the decision to either build or buy a Voice of the Customer solution for your own organization.

    But it's important to note: having customer data and following up with individual customer and employee feedback is not enough to move your overall Net Promoter or Customer Loyalty scores.

    Yes, you will be improving the experience for customers who share their insights and experiences with you.

    But moving the overall scores will take a keen eye and a lot of analysis of customer insights. You'll need to pinpoint the one thing to do next to improve your business. Whether it's adapting a solution, adding a feature, or emphasizing a capability, it takes systemic changes to impact the experience of customer segments (or for all of your customers).
    https://www.peoplemetrics.com/blog/how-to-define-your-priorities-and-build-a-plan-for-customer-centricity/
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  3. f you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. In this regard, we advise our clients to follow the five tenets listed below. Take note of each, because they'll help you maximize the quality and quantity of the feedback you collect.


    Keep your survey short.
    The optimum length for a post-transaction survey is two or three minutes. You should be able to get all you need from your customers in that length of time. (Any longer, and we’d argue you're trying to do too much with one feedback channel.)

    Read the full article.
    https://www.peoplemetrics.com/blog/designing-a-customer-feedback-survey-that-helps-you-and-doesnt-annoy-customers/
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  4. It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS).

    Assuming the results are positive, the company then proudly presents their board with the survey results compared to industry benchmarks and proceeds with the board meeting. “Let’s move on to how many new customers you acquired” is likely the next agenda item.
    https://www.peoplemetrics.com/blog/saas-companies-implement-a-product-nps-program-in-5-simple-steps/
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  5. Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT, and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program.

    But wait!

    Do your customers know that you’re actually listening to them?
    Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard. Every survey response is a chance to either improve on a not-so-great experience, or to reinforce and continue building upon an already stellar experience.

    Your survey-taking customers are likely out there in the world wondering what ever happened to the feedback they sent you.
    https://www.peoplemetrics.com/blog/are-you-there-company-its-me-your-customer/
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  6. Increased income aside, there are other reasons why getting feedback from customers makes sense:

    Insightful feedback can help guide product and service development so you focus your resources on what your customers consider important.
    Getting customer feedback also helps you identify and eliminate problems. People who complain about your products and services aren’t an annoyance; they’re actually helping you do a better job.
    Ready to get started?

    In this guide, we’ll cover the best ways to collect customer feedback on your website.
    https://optinmonster.com/best-ways-to-collect-customer-feedback/
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  7. It’s easy to talk about the importance of customer input. You bring it up in a meeting, everyone nods in agreement, and you feel smart.

    It’s another thing to actually invest time gathering and analyzing customer input. As important as this data is, the act of obtaining it is no different than any other business activity: you’ll need to show a return on the investment you put in.

    Luckily, there are several metrics that you can easily connect with the insights you derive from customer feedback.
    https://customerthink.com/5-ways-to-prove-the-roi-of-customer-feedback/
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  8. Would you like to gather real time feedback from your online visitors as they set out to achieve their goals on your website? Perhaps you are doing this already but struggle to manage the data and pick out the important trends? If so, tune in to our upcoming webinar where we will be joined by special guest Marieke Verbossen from major travel organisation and winner of the Shopping Award’s Publieksprijs XL (for Vacations & Travel Tickets), TUI. She will share some interesting details of how TUI gathers and gets the most out of their online customer feedback data.
    https://mopinion.com/webinar-how-tui-leverages-online-customer-feedback/
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  9. It’s easy to talk about the importance of customer input. You bring it up in a meeting, everyone nods in agreement, and you feel smart.

    It’s another thing to actually invest time gathering and analyzing customer input. As important as this data is, the act of obtaining it is no different than any other business activity: you’ll need to show a return on the investment you put in.

    Luckily, there are several metrics that you can easily connect with the insights you derive from customer feedback.
    http://customerthink.com/5-ways-to-prove-the-roi-of-customer-feedback/
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  10. At Mopinion, we are proud to announce the release of a new mobile feedback SDK for companies collecting customer feedback in iOS and Android apps. This innovative solution will continue to provide marketers with an easy way of gathering powerful feedback within their native apps, only now with more customisation options, a wider range of targeting features based on in-app user behaviour and more advanced analysis capabilities.

    Developed in response to an increasing demand from the market, this new SDK provides mobile developers and mobile product managers with a flexible and easy-to-install solution for in-app feedback.
    https://mopinion.com/mopinion-releases-new-mobile-sdk-in-app-feedback/
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Mopinion: The Leading User Feedback Tool

Mopinion is a proud sponsor of Website Feedback News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of User Feedback Tools in order to collect feedback from the user. Mopinion takes it one step further and offers a solution to analyse and visualise user feedback results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.