Results for : customer feedback

5 Customer Experience Lessons We Can Take From 2020

It’s easy to think that the average consumer has radically changed over the past 12 months. Because twice as many people are buying online now compared to March 2020, you should invest every penny into digital infrastructure. I mean, sure, but what about the coming years? Physical stores are going…

Beyond Surveys: The Age of Proactive Feedback Management

Businesses are scrambling to up their customer experience game. Research constantly emphasizes the importance of great CX to customer loyalty and growth. Today, customers don’t just expect but demand an experience that is comparable to the best brands across the world. In other words, businesses aren't just competing with others…

Making Marketing Memorable: How to Create Impactful Brand Strategies

Drive urgency, foster loyalty, and create lasting narratives that propel brand growth with effective marketing strategies. These are rooted in more than innovation; they boast a deep understanding of the brand’s guiding vision and the target audience. Take the example of Heineken. Their key demographic group is millennials, a group…

How to Solicit Customer Feedback

Just as no man is an island, no business can go it alone. You may have the greatest product or service ever. Yet if your customers don’t see it that way, you’ll sink. Or, to continue the island metaphor, you’ll starve alone with a deflated volleyball as your best friend.…

How Legacy CX Metrics May Be Ruining Your Customer Experience

Companies rely on metrics to explain how well their customer service is performing. In theory, this orients the whole company—from product developers to HR to customers—around key goals. Companies are also jumping on the latest trends in business intelligence, big data, machine learning, and AI. They’re processing insane quantities of…

4 Positives of Negative Online Reviews

A negative online review could send a small business owner spinning. “It’s all over! No one will shop from us ever again.” Obviously, this individual is no stranger to slippery slope thinking. Help them calm down by sharing these four advantages to be gained from negative online reviews. Word-of-mouth recommendations…

How to Analyze Survey Data

So you've conducted surveys and followed all the rules. The questions were good, and the responses better than expected. The results are in, and you have lots of information to sort through. Others have told you only a team member with a master's degree in statistics can make sense of…

Website Feedback: The Omnipresent Nudge of Modern Marketing

What is website feedback? Website feedback -- a subset of customer feedback -- relates to obtaining information from people who visit and navigate websites. The methods for doing this rest in conducting on-page surveys, website feedback widgets, and new digital apps. The goals are to uplift the user experience (UX)…

Transactional vs. Relational NPS

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…

How to Conduct a CX Audit to Improve Service Quality

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…

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