Remove Airlines Remove Feedback Remove Surveys
article thumbnail

The Gift of Customer Feedback by Isabelle Zdatny

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is survey fatigue? How can negative feedback act as a valuable tool in preventing customer churn? Why should companies prioritize genuine feedback over high survey scores? Top Takeaways Customer feedback is a gift.

Feedback 183
article thumbnail

Stop Sending Me Surveys Unless You Care What I Have to Say!

ShepHyken

I’m getting survey fatigue. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. We’ve covered survey length before, and that’s not what this is about.

Surveys 314
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Lesson #8 Revisited: The Convergence of VoC and Market Research in the Age of AI

PeopleMetrics

While VoC focuses on real-time, operational feedback from all customers, market research traditionally delivers strategic insights based on a sample of customers. Surveys are anonymous, sample-based, often lengthy, and delivered via a report in weeks/months. Surveys are short, continuous, and usually operationally focused.

Marketing 116
article thumbnail

Are You Listening to Your Customers – Or Driving them Crazy?

Beyond Philosophy

When I checked my email the next morning, there was a survey from the hospital. This absurd question made me aware of how many surveys I actually receive. Survey Overload. In those days, customer surveys played an important role in getting feedback from people who had done business with you.

Surveys 395
article thumbnail

Top 5 Customer Service & CX Articles for Week of October 21, 2024

ShepHyken

According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t. The author uses three rockstar brands, Amazon, Southwest Airlines, and L’Oréal, to help us understand customer-centricity. My Comment: We continue to learn from some of the best and most recognized brands.

article thumbnail

Lesson #10 Revisited: B2B VoC vs. B2C VoC—AI Enhances Both, But the Human Element Still Matters

PeopleMetrics

Who you servebusinesses or consumersshapes everything about how you collect, analyze, and act on customer feedback. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before.

B2C 98
article thumbnail

Lesson #4 Revisited: Text Analytics from Machine Learning to LLMs

PeopleMetrics

These advanced systems have transformed how we process, interpret, and act on unstructured feedback. Deeper Understanding of Context and Nuance In 2017, machine learning excelled at identifying patterns and classifying feedback. Example: Imagine an airline using an LLM-powered VoC platform to analyze feedback.

Analytics 118