What to do with Customer Feedback
I recently posed this question on LinkedIn: Who in your organization receives the results and feedback from your Voice of the Customer program? The conversation it sparked among my peers was...
Posts about Customer Experience (2)
3 Ways to Maximize the Value of Open-Ended Responses from Customer Surveys
In my previous article on verbatim feedback, we explored some of the ways you can organize and systematically analyze open-ended feedback collected from your B2B customer surveys. Whether you...
Are In-app Surveys Effective for Measuring Overall Customer Satisfaction?
When it comes to collecting customer feedback, scores of software companies count on in-app surveys to understand customer sentiment in real-time. But is the feedback received an effective way of...
Should All Customer Feedback Be Considered Equal?
Customer feedback is a lifeline for your organization. With a clear line of sight into the evolving needs and expectations of your customers, you are better positioned to get ahead of the competition...
Tips to Analyze Open-Ended Responses from Customer Surveys
There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. From Net Promoter Score (NPS) to Customer...
Why Customer Experience is Important to Marketing
As the marketing leader in your organization, you’ve likely been asked to play a pivotal role in the customer experience (CX). Justifiably, many CEOs are charging CMOs to embrace this responsibility...
Does your company genuinely embrace feedback driven change?
“How are your clients using customer or employee insights to drive positive change?”
How to Quantify the ROI of your Customer Experience Program
When it comes to measuring the impact of your customer experience (CX) programs, many people would likely look to a Customer Satisfaction or loyalty metric, like Net Promoter Score. While...
Customer Feedback Can Be Dangerous – Here Are Two Examples
“A Voice of the Customer (VoC) Program is essential for maximizing retention and growth.”
A Simple Act of Acknowledgement: Customer Service in an Online World
I am a huge fan of online shopping and meal delivery services. I have tried almost all the major meal delivery services currently on the market – some of which I am a Promoter and others I’d be a...