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.
The real irony here is that the goal of the exercise is to improve CX, but the process offers terrible CX.
https://customerthink.com/closing-the-feedback-loop-should-be-a-goal-of-great-cem/
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).
https://www.business2community.com/strategy/saas-companies-implement-product-nps-program-5-simple-steps-02021767/
Businesses nowadays are becoming increasingly more customer-centric on their digital channels, and for a good reason too. Studies show that companies that put their customers at the core of their business are nearly 60% more profitable than those that don’t. So what are these companies doing to achieve this success exactly? Many of them are ‘passing the mic’ to their customers. In other words, giving their customers a voice through customer feedback software such as Medallia for Digital.
https://mopinion.com/best-alternatives-medallia-digital/
Before going out to get feedback it is important to determine what it is you’d like to know. Are you seeking information on your existing products and services and how these are being used? Do you want to review the problems, challenges and opportunities that your customers face? Are you planning new product development?
https://brainmates.com.au/how-to/how-to-get-customer-feedback-and-input-quickly-and-easily/
“Businesses need to listen to their customers. Feedback helps companies that are good grow faster than ever.”
That’s the view of leading Silicon Valley expert Marty Cagan, who recently spoke with us about the role of online reviews in a world where business lifespans are shortening.
By the end of this blog you’ll see what we’re working on to ensure you can collect feedback from your customers quickly, easily, and without any fuss.
http://blog.trustpilot.com/blog/2016/2/15/how-to-get-the-most-out-of-asking-for-customer-feedback/
Capturing customer feedback can drive business growth and lead to improved service, more efficient business processes, product innovation, better marketing and (most importantly) a happier, larger customer base. For customer-centric small businesses, being able to gather this feedback is an essential skill.
https://www.adp.com/thrive/articles/capturing-customer-feedback-methods-tips-and-tricks-1-851.aspx/
Learning about the goals and pains of your audience offers valuable insights that help you build stronger relationships, reduce churn and increase customer satisfaction.
And that’s exactly what I’m here to help you do today.
In this post, you’ll get seven actionable ways to ask for quality customer feedback so you can decrease churn, increase sales, and build stronger relationships.
https://sleeknote.com/blog/customer-feedback/
Obviously, feedback comes in many forms, but today we’d like to focus on two ways that you can listen in to what your customers really think: online reviews and surveys.
https://www.reviewtrackers.com/online-reviews-surveys-whats-collect-customer-feedback/
Loyal customers are the most valuable resource a company can have. Not only do they provide repeat business that generates revenue and drives performance, but they can also help firms find new audiences, improve products and services and open up new opportunities. These advantages are often the result of careful analysis and the collection of feedback from customers.
http://www.omegascoreboard.com/news/customer-experience-strategy/customer-feedback-is-essential-to-improving-performance/
Customer feedback data offers company leaders a wealth of pertinent information that can enhance the decision-making process. If your organization isn’t tapping into this fount of information, it’s missing out on a valuable source of data—informative data that comes inexpensively and often for free. Examining customer feedback is, therefore, extremely important to your company, and the following explains why.
https://www.surveygizmo.com/survey-blog/market-research-intelligence/
