Results for : customer feedback

Communication with Customers + Customer Feedback = Better Customer Experience (CX)

The phrase "communication with customers" is used so often in the CX conversation that it's in danger of becoming a cliche. Marketing professionals place little weight on it, especially when it comes to creating meaningful differences for their brands. Here’s an apt analogy: it's like breathing. We all do it…

A Data-Driven Approach to Closing the Customer Feedback Loop

Closing the customer feedback loop is a widely adopted business practice. Some even consider it the holy grail of customer service – by quickly contacting customers after they have provided feedback, businesses aim to reduce churn and increase customer loyalty and engagement in addition to other potential benefits. However, closing…

Customer Experience Lessons from the Hospitality Industry

The hospitality industry reigns supreme when it comes to customer experience. When your product is an experience, as opposed to something you can take home, making that experience unforgettable is the top priority. After all, if you don’t offer your customers a great experience, why would they come back? With…

How to Measure and Reduce Customer Churn

Losing customers is never welcome news for a business. However, some customer churn is unavoidable, so should your company just take it on the chin and invest more heavily into customer acquisition to make up for the losses? It’s not a simple case of “you win some, you lose some”.…

Five Ways Start-ups Can Redefine their Customer Experience (CX) Strategy

Customer experience is rapidly becoming the key driver of customer choice. Besides creating brand value, investing in CX also impacts your company’s bottom line positively.  Better CX also leads to higher customer engagement. Data indicates that engaged customers buy 50% more frequently, spend 200% more each year, and are highly…

6 (Real) Benefits of Having a Stellar Customer Review Strategy

Customer reviews have come a long way.  Unlike ten years ago, today, review “skeptics” are few and far between. Gone are the days where marketers have to be convinced to embrace their customer reviews. Most of them just are. So, I’m not going to try and convince you to care…

3 Customer Experience Metrics and KPIs That Count

We’ve previously discussed the value of customer feedback and talked about why customer onboarding matters; in this post, we’ll dive into the specific KPIs and metrics you should be tracking to improve your customer service and experience. Apart from exploring the most commonly used customer experience KPIs, including the Net…

Customer Feedback: How Listening Builds Business

Our team members have plenty to share! Check out this story of the value of customer feedback. Customer feedback is a critical driver of successful businesses. How companies deal with -- or don’t deal with -- customer feedback can be a strong indicator of their future success. In the best…

Big Banks = Big Satisfaction?

While some may have a negative association with 'Big' anything [Big Brother, Big Data, Big Whatever], recent studies have shown that Big Banks are overtaking credit unions in customer satisfaction. Many credit union members may feel their experience is local and personalized, but is bigger better - and do enough…

3 Easy Engagement Fails

Everyone wants more engagement: more visitors, more participants, more feedback, more customers. Isn’t it amazing how easy it is to achieve the opposite? Three TOOs to avoid: TOO Creepy When someone I don’t know addresses me by my first name, it creeps me out. When it happens in person, I…

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