Results for : customer feedback

Responding to Negative Feedback

The negative feedback arena is vast because it embraces customers and employees — the lifeblood of every business — but is it an essential consideration with all else going on? “Essential” is an understatement; crucial is more to the point. Reacting to peoples’ comments about missteps in your operations can…

The Butterfly Effect of Customer Experience

Have you heard of the butterfly effect? The metaphorical butterfly flapping its wings generating a storm on the other side of the earth highlights the idea that small actions can have much larger, far-reaching consequences. That’s exactly what happens with customer experience.  We’re all in the experience business. Whether it’s…

The Detractor Opportunity: How to Win Over Your Critics and Improve Customer Experience

Every business has its detractors. While you can’t demand that they change their mind, you can alter the way you approach them to create a new perspective. Detractors are people who didn’t just have a negative experience, but those who actively say negative things about your business. In terms of…

The Online Suggestion Box: A Robust Feedback Tool for Customers and Employees

Why is employee and customer feedback important? A company’s ROI connects closely to retaining your customers and employees by establishing loyalty. Arguably, they are the two most crucial management focus areas for any business -- big or small. Not convinced? Think about the following observations: When you lose a loyal…

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…

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