Do you have a lot of customer feedback collected but don’t know exactly what to do with it?
Maybe you’re debating whether to hire a data scientist in-house to analyze it all manually, or go the agency route? Perhaps you’ve heard about text analytics and wonder what it’s all about, and what you need in-house to get started.
Here, we go through the pros and cons of each of these solutions.
http://customerthink.com/customer-feedback-analysis-101-whats-the-best-way-to-analyze-vast-amounts-of-feedback/
Surveys are a secret weapon of email engagement.
Unfortunately, it’s not easy to create, design and deploy digital surveys that get great results.
What’s the best way to word questions? How many questions should you ask? What sort of design and layout will grab the most eyeballs? How will you analyze and share results?
https://www.prdaily.com/Main/Articles/25089.aspx/
The Fairbanks North Star Borough is seeking the public’s feedback on upcoming changes to their website. There is a survey with seven questions located on their website asking about resident’s experiences interacting with the website. The survey is expected take about a minute.
http://webcenter11.com/content/news/Fairbanks-North-Star-Borough-seeks-public-feedback-on-changes-to-website---566991851.html/
The old adage “the customer is always right” may frustrate some companies, but getting to the heart of the customer voice through robust data aggregation and analysis tools has never been easier. Social media has now given everyone a feedback channel that customer service organizations can harness to improve offerings and stay competitive.
Perficient recommends a solution that captures not only the customer voice but the employee voice as well. After all, large service-based organizations such as cable, telecom and satellite providers often distribute service to their own employees.
In addition, employees may hold valuable customer trends not evident in customer feedback surveys. A feedback environment should be created to welcome and reward constructive feedback. It is also critical the organization act quickly and efficiently on that feedback to implement positive change.
https://www.cuinsight.com/four-steps-to-successful-improvement-through-customer-feedback.html/
Did you know? Email is the ‘third most influential source of information for B2B audiences’. In fact, almost 60% of B2B marketers say email is their most effective channel when it comes to generating revenue. But it’s not only B2B marketers that value this form of marketing communication: almost 49% of B2C businesses use some sort of email automation as well. Seeing as how email marketing and email campaigns are so popular and widely used, there’s no doubting the competition is high. That is why it’s important to continuously measure the performance of your campaigns and make sure they’re in ‘tip-top’ shape so you’re not driven out by your competitors! Try one of our free email campaign survey templates from the Survey Marketplace!
https://mopinion.com/free-email-campaign-survey-templates/
Net Promoter Score (NPS) is a method to assess customer loyalty, and many businesses today consider it to be an important metric. But NPS is far more useful than just a number on a page. In fact, your NPS score is just the beginning. What truly matters is what you do with your NPS survey results. Once you’ve identified your Promoters, Passives, and Detractors, do you know how to follow up with them?
https://www.business2community.com/strategy/how-to-follow-up-with-nps-detractors-promoters-and-passives-02172684/
Customer-feedback surveys are everywhere: at the bottom of cash-register receipts, at the end of phone calls with customer-service reps, and clogging the email inbox. Recently, I saw an electronic touch screen in an airport bathroom, soliciting my impression of cleanliness.
This barrage underscores the importance that many companies now place on customer experience. But it has diminishing returns, as many people don’t want to answer more surveys. No wonder that response rates have been declining for years. Yet without feedback, how can companies keep in touch with their customers’ needs and priorities?
https://blogs.wsj.com/experts/2018/05/04/how-to-get-customer-feedback-without-asking-the-customer/
Customer-feedback surveys are everywhere: at the bottom of cash-register receipts, at the end of phone calls with customer-service reps, and clogging the email inbox. Recently, I saw an electronic touch screen in an airport bathroom, soliciting my impression of cleanliness.
This barrage underscores the importance that many companies now place on customer experience. But it has diminishing returns, as many people don't want to answer more surveys. No wonder that response rates have been declining for years. Yet without feedback, how can companies keep in touch with their customers' needs and priorities?
http://www.bain.com/publications/articles/how-to-get-customer-feedback-without-asking-the-customer-wsj-the-experts.aspx/
Many businesses track metrics like customer acquisition cost, time on site, conversion rates, and bounce rates. However, these metrics fall short when you’re trying to understand customers’ experience with your business and how its performance relates to their expectations. And if you fail to meet their expectations, their likelihood of staying with the business goes down and their lifetime value declines.
Here are four effective strategies for getting quality customer feedback.
https://homebusinessmag.com/sales/customer-service/get-quality-customer-feedback-4-effective-strategies/
We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d like us to take at the bottom of the receipt.
Companies seem eager to know what we think about everything. But does it work? Do they get our honest opinions? And do they get scientific data that helps them improve?
http://customerthink.com/how-to-invite-the-most-honest-customer-feedback/
