customer feedback Archives - SoGoSurvey Blog

Results for : customer feedback

Whether Transactional or Relational, Net Promoter Score (NPS) has a massive advantage in the larger feedback arena. An NPS survey at pivotal moments in the customer lifecycle can yield invaluable information. It's versatile with a capital V. NPS surveys often occur on a 3-month schedule or in alignment with touchpoints…

Businesses that provide an excellent customer experience (CX) have better sales and brand loyalty. However, how do businesses know the state of their CX? Often, companies rely on opinions and guesswork to identify customer pain points. This subjective data can be misleading, outdated, or anecdotal. The lack of hard data…

What? Feedback is feedback, right? Well, yes, but what you do with it is what makes it closed loop. Closed loop feedback means that you actually respond to the feedback. You probably already read and analyze customer feedback. Maybe you even take steps to improve the customer journey based on…

Why care? Organizations spend billions of dollars every year on digital technology apps that accumulate, dissect, and evaluate the Big Data around markets that involve customer experiences (CX), customer journeys, and customer journey mapping. Thrown into the mix are market segmentation and its numerous versions (i.e., demographic, psychographic, etc.), converging…

What is a customer touchpoint? Imagine this—you leave by car from your home in Boca Raton. Your destination? A hotel in Miami 50 miles away. You stop off at two service stations along the way for gas and refreshments. Once in the city, you visit the zoo, the beach, attend…

Sales enablement and marketing experts agree on one thing - aiming for flawless customer experience (CX) is the holy grail for every business. It's also the ultimate ROI remedy. A CX program conjures up all kinds of thoughts, so to make it practical, let's confine it to tried-and-tested tactics and…

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…

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…

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…

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”.…

Transactional vs. Relational NPS

How to Conduct a CX Audit to Improve Service Quality

Round Out Your CX Program with Closed Loop Feedback Management

The Best Ways to Collect Customer Feedback

How do customer touchpoints drive marketing strategies in a competitive environment?

What is a customer experience program, and why is customer feedback tied to it so closely?

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

A Data-Driven Approach to Closing the Customer Feedback Loop

Customer Experience Lessons from the Hospitality Industry

How to Measure and Reduce Customer Churn