ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. Feedback and Complaint Management Tools : Essential for promptly addressing customer issues. Customer Surveys : Fundamental for gathering direct feedback.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

SurveyGizmo

SEPTEMBER 11, 2020

This puts additional strains on organizations as they struggle to keep their employees connected and engaged. Now more than ever, keeping the lines of communication open are essential, and eliciting feedback makes this possible. . When done right, employee feedback can affect real change throughout your organization.

Connections 98

Connections Feedback Net Promoter Score Effort Score 98

Experience Investigators by 360Connext

DECEMBER 15, 2023

Connect the employee experience to the customer experience in big ways. Celebrate employee feedback! Hopefully, you have created a way for employees to provide feedback and ideas to improve your customer’s experience. Let employees know how you heard them and how their feedback created real change. Wave a magic wand.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ShepHyken

MARCH 4, 2025

Direct feedback is a gift. Short of direct feedback, which in my opinion is still the best way to learn if your customers love you (or not), read competitor reviews on their websites or in the B2B world and partake in industry forums to find out what customers are saying about the companies they do business with.

How To 83

How To Exercises B2B Feedback 83

Experience Investigators by 360Connext

DECEMBER 8, 2020

I know plenty of people who go through these exercises from a personal and professional standpoint. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. If you can’t connect your CX work to business results, it’s time to consider why not, too.

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

Experience Investigators by 360Connext

NOVEMBER 7, 2023

The problem, however, is those efforts are wasted if the new connections don’t stick. Are there customer feedback insights or reviews that express product quality concerns? Exercise, stress management, and eating specific foods can boost our serotonin. Customers expect (and deserve!) Is your product easy to use and navigate?

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. Designing customer feedback strategies. They can also include what your own customer data shows you, including what customers say in feedback and share with customer-facing team members.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

ECXO

JULY 8, 2024

This process primes our brains for improved CX as it strengthens neural connections related to empathy and emotional understanding. By exercising this area, we can become more adaptable and creative in our responses to customer needs. Seek feedback from: Customers: Regularly ask for feedback from customers.

Customer Experience 194

Customer Experience How To Exercises Study 194

Experience Investigators by 360Connext

JUNE 23, 2020

Now let’s look at some ideas of how we can exercise that empathy muscle throughout customer experience strategies, disciplines and processes. When things go wrong as we know they do, customers often share emotional and detailed feedback on how this affected them. Further Reading: Bad Feedback is the Best Feedback.

Exercises 214

Exercises Culture Employee Engagement Customers 214

Alida

OCTOBER 4, 2016

Online communities are now an important tool in gaining ongoing customer feedback and insight. Connection is established when the community supports shared experiences. Close the feedback loop by showing members their input actually influences decision-making in your company.

Engagement 250

Engagement Strategy Entertainment Exercises 250

Calabrio

MARCH 31, 2025

GenAIs Benefits and Potential in Contact Centers and Customer Service Much more so than its predecessors, the integration of generative AI in contact centers is not just about automation; it’s about fundamentally transforming how businesses connect with their customers. Implementing quality checks and validation processes is key.

Contact Center 130

Contact Center Self Service Customer Service Virtual Agent 130

Customer Bliss

JANUARY 14, 2016

Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work. The data alone isn’t enough.

Connections 100

Connections Exercises Customers Metrics 100

Customer Bliss

JANUARY 14, 2016

Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work. The data alone isn’t enough.

Connections 100

Connections Exercises Customers Metrics 100

CloudCherry

MARCH 28, 2019

CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Even better, you can see how each conversation resonates through NPS and CSAT feedback. Connecting CX to ROI. But that’s where the connection stops. Path Insights.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Experience Investigators by 360Connext

JUNE 8, 2021

If you don’t, then collect whatever feedback you can from inputs like social media and product reviews. This exercise is a great way to predict what you need to change to be there for the changing customer journey. Invite employee feedback for innovation. If you have data, use it! Consider their real lives.

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

Experience Investigators by 360Connext

JANUARY 26, 2021

This is a great exercise for contact center leaders, serving as a way to get feedback from a random sample of customers who contacted them for support. Example 2, while open-ended, isn’t specific enough that you can extract any meaningful trends from the feedback. Example 3 is in the Goldilocks zone — just right.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Experience Investigators by 360Connext

DECEMBER 1, 2020

The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. Customer feedback dashboards. They were proud of themselves for reviewing customer feedback dashboards and leaning into the idea of providing a world-class experience for customers.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! This is why we have to continually connect to the business why. WHY are we collecting feedback ?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Comm100

FEBRUARY 6, 2023

You have to predict the customer’s expectations, constantly measure your CX performance, and solicit feedback from them. Companies can no longer connect with clients on a human level, and as a result, clients feel neglected. A good CX is customer-centered. It also allows you to create a more customer-focused experience.

Financial 245

Financial Trends Self Service Customer Experience 245

InMoment XI

AUGUST 9, 2024

Customer experience programs refer to an organization’s ongoing efforts to listen to and collect customer feedback , measure customer perceptions of their experiences, and ultimately improve those experiences to encourage positive brand perception and business growth. where respondents answer on a scale from 1 to 5 or 1 to 10.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Connect the employee experience to the customer experience in big ways. Celebrate employee feedback! Hopefully you have created a way for employees to provide feedback and ideas to improve your customer’s experience. Let employees know how you heard them and how their feedback created real change. Wave a magic wand.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

BlueOcean

OCTOBER 4, 2021

In fact, many subscription-based services have designed an ease-of-use/self-serve model that benchmarks the customer experience before that subscriber ever picks up the phone, writes an email, connects via live chat, or drops your brand handle into their social media post. Providing Agent Feedback.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

CX Accelerator

DECEMBER 31, 2018

Have the boss of the Supervisors do skip level 1 on 1’s with the Reps to understand how they feel and provide feedback loop to the Supervisors. Anything you want more feedback on?What She even includes several exercises in the book. Here are some sample questions that work well in this scenario: Best part about working here?How

Culture 244

Culture Contact Center Leadership Employee Engagement 244

AWS Machine Learning

APRIL 1, 2025

The catalog includes a variety of practical use cases including a Product Adoption Tracker to manage customer feedback, track feature requests, and summarize meeting notes with AI. You can explore the debug panel at the bottom of the page to understand which custom connectors need to be connected to automations and entities.

Self Service 95

Self Service Travel Innovation Exercises 95

CX Journey

JUNE 20, 2017

Socialize the insights/findings Step 1: Identify the Customer Knowing who the customer is seems like a no-brainer, but you’d be surprised by how many companies have never gone through the exercise of identifying the customer. They tie in nicely to your journey maps and are necessary to begin that exercise. These are dismal statistics.

Customer Journeys 164

Customer Journeys Exercises Customer relationships B2B 164

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Does this mean that customers are providing less feedback to organizations? Feedback is happening all around us in new and exciting ways.

Customer Journeys 160

Customer Journeys Social Media Survey Exercises 160

Lumoa

APRIL 24, 2018

Tracking feedback of any kind helps leaders recognize when things are going well and when they are not. So while I'd recommend this as a tool for those who want to gather the right feedback, I wouldn't say it's the only one. Networks Connect… Communities Care! Another reason I'm neutral is the customer feedback loop.

System 317

System Effort Score NPS Net Promoter Score 317

BirdEye

FEBRUARY 20, 2025

Bottom line up front Building a presence on the right business review sites in Australia is not just an exercise in reputation managementits a growth strategy. The right platforms can influence buying decisions, enhance search rankings, and provide valuable customer feedback. The key is knowing which ones to prioritise.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

Thematic

APRIL 4, 2023

Two of the most popular apps for tracking your runs and rides are Strava and Garmin Connect. As part of getting to know the Thematic platform I have been tasked with analyzing some feedback data and reporting on my findings. A Theme is a general concept or topic found within the collective customer feedback.

Connections 71

Connections Analysis Feedback Sports 71

Comm100

NOVEMBER 3, 2017

The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Here are some social media training activities and exercises that we have compiled to help you train your team: Group Introduction Activity.

Social Media 166

Social Media Course Training Marketing 166

Kayako

OCTOBER 19, 2018

Regularly connecting with your team will give insight into their abilities and will also help your team be confident in their approach. In the long run such exercises will always keep your team on their toes and will also push them to improve and develop skills on the job in order to perform better and achieve the goals you set.

Tips 123

Tips Exercises Meeting Connections 123

ECXO

AUGUST 9, 2023

CX leaders are already powered by connected data and capabilities to do this in real-time. Continuously improve Client centricity isn’t a one-off exercise. Regularly review and analyse client and team feedback, identify trends, and implement changes to enhance the client experience. Value is created through client insights.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

Providing focus to the experience was something every employee could understand, connect to emotionally, and understand how their role helped. Here’s an exercise for you to try: Ask one employee what your brand promise is and note their answer. Or keep asking around, and collect the feedback you get from employees.

How To 214

How To Airlines Brands Hotels 214

CloudCherry

JULY 23, 2019

They take action on what they learn from journey mapping exercises, and they operationalize those learnings throughout the business. Ultimately, you need to connect the high-level journey to the “nuts and bolts” of how things work in your company. Listen to your voice of the customer feedback.

Customer Journeys 236

Customer Journeys Net Promoter Score Effort Score Exercises 236

QuestionPro Audience

JUNE 3, 2019

They are used for conducting research relating to product testing, product feedback, improvement ideas, advertisement testing or other areas. Conducting consumer research through online consumer research panels is an exercise to find truths in consumer behavior and attitudes. The panels themselves have hundreds of thousands of people.

Consumers 191

Consumers Industry Self Service Advertising 191

GetFeedback

JULY 23, 2018

That’s why it pays to collect customer feedback and learn directly what steps your customers are taking along their journey. Here’s our step-by-step guide, which you can implement right away to improve the customer experience at your organization: Step 1: Define customer behavioral stages.

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

BlueOcean

OCTOBER 4, 2021

In fact, many subscription-based services have designed an ease-of-use/self-serve model that benchmarks the customer experience before that subscriber ever picks up the phone, writes an email, connects via live chat, or drops your brand handle into their social media post. Providing Agent Feedback.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156