ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback? Source: Broadly.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

ProProfs Blog

DECEMBER 14, 2018

Collecting and responding to customer feedback is critical for any growing business. Ignoring or failing to collect feedback is like flying a plane at night without instruments: you hope you’re headed in the right direction, but you can’t really be sure. So, how do you collect the most relevant feedback from your customers?

Feedback 145

Feedback Surveys Analytics Customer Support 145

Beyond Philosophy

OCTOBER 23, 2017

That gave me a chuckle, because Thaler is a pioneer in studying the role that irrational human nature plays in economic decisions. This kind of irrational thinking is based on subconscious and emotional factors, and our research has shown that it accounts for more than half of a customer’s overall experience.

Marketing 325

Marketing Consulting Consulting Government 325

ProProfs Blog

DECEMBER 6, 2019

Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. But it is this simple feedback that is helping Uber and other ridesharing companies keep only the best drivers on the road. Evolution of Customer Feedback. Customer feedback is not a new trend.

Feedback 124

Feedback Surveys Sales Benchmark 124

AWS Machine Learning

MARCH 18, 2025

Use case 1: Audio-to-text translation and LLM integration for clinical trial patient interactions In the domain of clinical trials, effective communication between patients and physicians is crucial for gathering accurate data, enforcing patient adherence, and maintaining study integrity.

Healthcare 83

Healthcare Analytics Consulting Consulting 83

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Feedback 108

Feedback Benchmark Surveys Analytics 108

CX Accelerator

DECEMBER 31, 2018

The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? What are the goals/KPI’s that everyone is accountable for? Anything you want more feedback on?What

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

GetFeedback

NOVEMBER 20, 2019

That’s why collecting customer feedback is more important than ever. . Collecting feedback allows you to know what your customers think about your brand, your service, and your product; going beyond their simple likes and dislikes and helping you understand and evaluate where you can improve and where you stand among your competition. .

Feedback 113

Feedback Chatbots Surveys Customer centricity 113

ShepHyken

MAY 14, 2021

A recent study by Oracle claims that around “ 35% of customers will be more comfortable staying at a hotel if the facility offers contactless payment.” Then you have Spotify, which makes use of account customization to offer relevant music suggestions and drive user engagement (effectively so).

Journey mapping 236

Journey mapping Customer Experience Self service Personalization 236

Beyond Philosophy

MAY 31, 2016

Industrial psychologists and organizational behaviorists have been studying employee satisfaction for more than 30 years. Also important is gathering customer ane employee feedback at key touch-points so the company can know, in as real time as possible, what is working.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

ChurnZero

DECEMBER 18, 2020

Stay tuned: The full Customer Success Leadership Study report with more key findings and recommendations for Customer Success leaders will be available in the beginning of January 2021. A [Megan]: When we start talking about feedback loops going into product, Jay said something really important, which is seek to understand.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ShepHyken

JUNE 10, 2016

Starting small, we continued to expand over the time period, until an inevitable problem comes as we started receiving customers’ feedback and complaints in a more regular basis. These include accountability, honesty, integrity and respect for others.

Best practices 204

Best practices Customer Service SaaS Education 204

ShepHyken

AUGUST 30, 2019

This eye-opening case study states that “segmentation has been vital to the success of NIVEA Sun and allowed the brand portfolio to grow to over 40 products.” It’s about listening to customer feedback and actually implementing customer suggestions. It’s about going the extra mile to resolve customer problems.

Airlines 274

Airlines Metrics Advertising Sales 274

Outsource Consultants

FEBRUARY 18, 2025

The stakes are high: according to a PWC study, a staggering one in three customers will abandon a brand they love after just a single negative encounter. This fosters a sense of shared ownership and accountability. Internal Feedback Channels: Encourage open and honest feedback from your employees and internal teams.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

CCNG

JULY 10, 2024

A study by Salesforce found out that 73% of companies believe that providing superior customer experience is key to business growth. These tools offer post-call perks too, with personalized training modules and real-time feedback mechanisms that drive continuous improvement and accountability.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

delighted

NOVEMBER 10, 2021

Easily see localized feedback on the Delighted Dashboard. Translating your survey has immediate benefits – you’ll be reaching your audience on their terms, opening the door to feedback collection from your entire audience, instead of just the English-speaking subset. Take formatting into account. Check with a back-translation.

Surveys 87

Surveys Feedback Benchmark Metrics 87

Nicereply

DECEMBER 17, 2024

CES feedback can guide these iterations, ensuring that each update enhances rather than complicates the user experience. Feedback Loop CES provides a continuous feedback mechanism. For SaaS products, consider questions like: “How easy was it to set up your account?”

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

Callminer

APRIL 30, 2020

Account for customers’ biases and try to adapt to their communication style. Study the company’s products and services deeply to better accommodate customers. Head off issues preemptively by acting on feedback. He recommends, ‘Building feedback loops to gather insights at every point in your customer lifecycle.’”

Customer Service 273

Customer Service Scripts Construction Feedback 273

The Northridge Group

AUGUST 19, 2020

The key here for companies moving from good to great is accountability. The leaders in the company must be accountable to each other to craft a mission and vision. From there they must drive that message home to their frontline personnel and in turn hold them accountable for staying on point.

Contact Center 145

Contact Center Coaching Call Center First call resolution 145

TeleDirect

DECEMBER 20, 2024

Compliance with industry standards like PCI (Payment Card Industry) and HIPAA (Health Insurance Portability and Accountability Act) is crucial, especially for businesses handling sensitive customer information. Look for testimonials, case studies, or industry recognition. What is the call centers track record of success?

Call Center 62

Call Center Outbound sales industry standards Analytics 62

CCNG

APRIL 20, 2022

More complex processes like performance reviews, quality and compliance audits, and even gamification provide similar opportunities to gather, analyze, and act on named or anonymous employee feedback in a structured, systematic way.? Contact centers should gather and mine employee feedback at every logical opportunity.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Lumoa

FEBRUARY 7, 2023

Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources. The term “Voice” is used in a metaphorical sense, as customers may not express their thoughts and feelings verbally or through traditional feedback channels. But listening isn’t always that easy.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

CCNG

AUGUST 28, 2024

According to a study by Grand View Research, the global call center AI market is expected to reach USD 7.08 Self-Service Portals: Online portals allow customers to access information, manage accounts, track orders, and even reset passwords independently, reducing call volume and improving convenience. from 2022 to 2030.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. Sage is a global software company that provides accounting, payroll, and payment solutions for businesses of all sizes.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Feedback 74

Feedback Benchmark Surveys Analytics 74

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Key point : Feedback surveys have to be thoughtfully designed into each touchpoint, in terms of the channel, timing, and survey questions. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

CSM Magazine

JANUARY 28, 2025

Proactive Communication Share industry tips, case studies, and updates about new features or services through email or social media to continuously educate your audience. Measure success through engagement metrics, feedback, and an evaluation of how customer support requests change over time.

Education 52

Education Upselling SaaS Self service 52

Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Surveys 78

Surveys Feedback Banking Best practices 78

ProProfs Blog

OCTOBER 25, 2021

This blog is here to help you find the best time to send a survey and elicit genuine customer feedback that can help your business flourish. While most studies advise not sending out surveys on Weekends, Experian’s research shows the opposite. It is the busiest time for accountants as they are loaded with tax-related work.

Surveys 148

Surveys Feedback SaaS Accountability 148

ShepHyken

MARCH 23, 2018

According to Mercer’s Global Talent Trends Study , 97% of employees value being recognized and rewarded for a wider range of contributions. Negative customer reviews or feedback. The 2016 Wells Fargo scandal for opening unauthorized client accounts resulted not only in penalties but in stock declines and lawsuits.

Airlines 209

Airlines Morale Benchmark Marketing 209

Global Response

FEBRUARY 17, 2025

Key takeaways VoC Data Utilization: Voice of the Customer (VoC) data captures valuable customer feedback across various channels, offering deeper insights into pain points and service gaps to enhance customer support strategies. Voice of the Customer data is the information a business collects to quantifiably track customer feedback.

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Callminer

SEPTEMBER 14, 2020

For instance, a call center business analyst might recommend implementing an interaction analytics solution for a collections and accounts receivables management (ARM) firm to ensure that call center agents meet compliance requirements for debt collection. The function of the business analyst is pivotal and involves collaboration. RanaGujral.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ShepHyken

APRIL 28, 2017

John Rampton, entrepreneur and investor, defines single customer view as: ❝…an accessible and consistent set of information about how a customer has interacted with your company, including what they have bought, their personal data, opinions, and feedback.❞. Conclusion.

Customer Service 235

Customer Service Contact Center Technology Big data 235

AWS Machine Learning

AUGUST 26, 2024

Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations). Personalized content will be generated at every step, and collaboration within account teams will be seamless with a complete, up-to-date view of the customer.

Sales 125

Sales Accountability Feedback Metrics 125

GetFeedback

FEBRUARY 15, 2019

If your customer personas have a name and distinct personality, you can account for different factors that would affect their experience,” says Justin B. In fact, studies have shown that emotions are the biggest driver for decision-making, as more than 50% of the experience is linked to emotion. Obtain customer feedback.

Customer Experience 128

Customer Experience Customer advocacy Feedback Coaching 128

ChurnZero

MARCH 24, 2025

ChurnZeros latest Customer Success Leadership Study found that technology adoption shifts depending on company size by revenue. Customer success is now a leader in retention and expansion revenue, and those top CS teams are mapping and easily tracking customer journeys, from onboarding to advocacy, on both the individual and account level.

Technology 52

Technology CRM Engineering Finance 52

CX Accelerator

FEBRUARY 12, 2018

They want to get customers’ feedback on preferences and experiences, share these insights with corporate stakeholders, and act on these insights so they can improve the experience. This unsolicited feedback data can come from three places. And, survey fatigue and other reasons pop up as to why customers are not providing feedback.

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140