InMoment XI

MARCH 4, 2022

This exercise can help you define what information you need to either collect or append to your survey data. This is the most exciting part of the process, because that feedback you’re receiving will be the basis of your next major improvements to the customer experience! Principle #2: Generate Hypotheses When Designing Your Survey.

Survey 417

Survey Customer Experience Touchpoint Exercises 417

QuestionPro Audience

AUGUST 10, 2020

Market research has been around for long and has helped many industries grow by grabbing the right opportunities based solely on consumer feedback. Researchers today, take a more robust and superior approach to capture respondent feedback for market research. Select your respondents. Identify the right research target market.

Tips 352

Tips Marketing Gamification Social Media 352

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Strategy 443

Strategy Customer Experience Net Promoter Score Customer Centricity 443

Beyond Philosophy

OCTOBER 17, 2024

Listen to the podcast: Getting customers to leave feedback is a challenge. However, that feedback is essential to managing your experience. So, I am sharing it here as well since many of you might have the same question about getting customer feedback. First, we should talk about the difference between feedback and reviews.

Feedback 78

Feedback Tips Survey Customers 78

InMoment XI

MAY 31, 2022

Having a cross-departmental team is vital to gaining the kind of understanding that is the whole point of the exercise. In the post-acquisition phase, Customer Success and Support own certain customer touchpoints, and are likely already gathering feedback about them from customers. Gather Customer Data. Good luck on your journey!

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

InMoment XI

JANUARY 27, 2025

In that light, goal-setting often becomes an exercise in mitigation: reducing call volumes, minimizing customer effort, and curbing churn. These tools unlock unstructured data, detecting feedback themes and anomalies.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

InMoment XI

DECEMBER 27, 2021

But in reality, these moments are really opportunities to slam our assumptions, dive into our feedback data, and improve experiences. In today’s post, however, we’ll walk through the steps of an exercise JB calls an “assumption slam,” so you can take this process back to your team and use it to test any assumptions of your own.

Customer Experience 397

Customer Experience Exercises Customers Tips 397

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

Experience Investigators by 360Connext

JANUARY 7, 2025

Measurement should include both customer feedback data AND operational data. Surveys, interviews, and feedback forms all provide insights and improve your understanding of the CX metrics youre following. Be sure to listen for untold customer feedback , too. Have questions? Heres a resource.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

eglobalis

AUGUST 28, 2024

Hard determinists argue that because our choices are determined by factors beyond our control, we cannot be said to exercise free will. These smaller choices cumulatively shape our lives and reflect our exercise of free will just as much as the larger decisions. Leadership plays a critical role in this transformation.

Customer Experience 324

Customer Experience Exercises Customer Service Representative Culture 324

InMoment XI

OCTOBER 31, 2024

The feedback will highlight the issues preventing agents from being their most productive selves. With its ability to integrate with CRM systems and organize feedback in a central place, it simplifies the process of gathering and analyzing customer data. The training could include educational resources and role-playing exercises.

Call Center 195

Call Center Metrics Self Service Effort Score 195

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 82

How To Exercises B2B Feedback 82

ECXO

OCTOBER 5, 2023

” Gain invaluable insights into how AI is poised to revolutionize feedback mechanisms, led by industry top expert Maurice FitzGerald. This hands-on exercise empowers participants before transitioning to a fully automated solution, providing insight into the survey’s final phase and dead day.

Survey 380

Survey Net Promoter Score NPS Exercises 380

CX Accelerator

OCTOBER 3, 2019

Wide-eyed and brand new to the organization, it’s important that new employees behave like customers and share feedback about the company as they experience it. Bill Staikos makes it official with his new employees: "We're doing a lot of journey-based exercises with our new hire onboarding process.

Tips 296

Tips Culture Exercises Feedback 296

InMoment XI

JULY 11, 2022

Depending on the feedback you’re looking for, certain types of questions will be more beneficial than others. For example, if you ask, “Do you ALWAYS exercise in the morning?” If someone almost always exercises in the morning, but not every day, they will put “no” which disrupts your data. Open or Close-Ended Questions.

Survey 370

Survey Exercises Measurement Data 370

Experience Investigators by 360Connext

DECEMBER 15, 2023

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. One of my favorite CX exercises is where I ask people to use a magic wand. Wave a magic wand.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

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 it was based on ongoing customer feedback, did customers have a say in what improvements were made?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

ECXO

JULY 8, 2024

By exercising this area, we can become more adaptable and creative in our responses to customer needs. By fostering positivity in the workplace, we can prime our brains to be more receptive to feedback, more resilient in the face of challenges, and more effective in delivering positive customer experiences.

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

BlueOcean

FEBRUARY 25, 2019

For Carol, empowering contact center agents depends upon three key factors: engagement, communication, and feedback. Providing Agent Feedback. Feedback is the post-game playback that is essential for future improvement. On the program Carol supports, the feedback schedule is strategic. Let’s chat today.

Customer Experience 290

Customer Experience Effort Score Contact Center Customer Care 290

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

PeopleMetrics

JANUARY 10, 2025

This isnt just an exercise in nostalgia; its an exploration of how timeless CX principles meet the technology many feel will change our lives forever. The challenges and opportunities AI introduces for listening to and acting on customer feedback. Together, well uncover: The lessons that remain rock-solid in an AI-driven world.

Exercises 71

Exercises Voice of Customer Tools Technology 71

GetFeedback

DECEMBER 27, 2018

Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Customers benefit from sharing feedback too. Online surveys are an essential tool in any customer feedback program. The feedback conundrum. This is a unique problem. Survey purpose. Survey length.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

GetFeedback

JUNE 12, 2019

Leverage customer feedback. Leveraging NPS survey data is incredibly relevant to the exercise of identifying your most important customer touchpoints. Customer feedback is the easiest way to find out what they like, what they want, and at which touchpoints they make critical buying decisions.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

Alida

OCTOBER 4, 2016

Online communities are now an important tool in gaining ongoing customer feedback and insight. Close the feedback loop by showing members their input actually influences decision-making in your company. To get the most business value out of your online communities, you must work to keep members engaged. Have a plan—but be flexible.

Engagement 250

Engagement Strategy Entertainment Exercises 250

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

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

NOVEMBER 7, 2023

Are there customer feedback insights or reviews that express product quality concerns? Exercise, stress management, and eating specific foods can boost our serotonin. Seek feedback and learn : Every great relationship thrives on two-way communication. What about customer call transcripts or support emails? Alexa, tell me a joke!)

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Experience Investigators by 360Connext

JANUARY 12, 2021

Your VoC program can allow your leaders to follow a standard and sustainable model of collecting feedback at key moments along the journey, analyze that feedback, then turn those insights into action. If you gather feedback and measure it diligently but are not equipped to do anything about it, it’s not worth asking for it.

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

Kerry Bodine

JULY 11, 2017

Maybe a customer doesn’t understand the instructions for a new exercise, so we model how it works…then forget to stop modeling. But it does stop me from squeezing the customer’s feedback or idea through my own filter or misinterpreting how he felt about a particular experience. I was the only one holding a writing implement.

Customer Insights 199

Customer Insights Customer Journeys Exercises Touchpoint 199

Comm100

JULY 20, 2023

The chatbot-powered system can answer student queries, provide instant feedback, and offer guidance on assignments and projects. The interactive nature of ChatGPT can create an immersive virtual classroom experience, enabling students to receive immediate feedback and support regardless of their physical location.

Chatbots 185

Chatbots Exercises Course Video 185

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

SEPTEMBER 22, 2020

You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. Do they mention customers, the customer experience mission, customer feedback, and goals around customer experience? Incorporate customer feedback data and quotes into project plans and product roadmaps. Consistency.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

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! WHY are we collecting feedback ? What’s the difference? It’s to make real changes.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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. Another reason I'm neutral is the customer feedback loop. blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

ChurnZero

NOVEMBER 22, 2024

Outcomes Club is an exercise that CS leaders can do with their CSMs to get them in the right mindset to own and mitigate churn. Once you have these dialed in, you’re ready to do the exercise! In fact, treating preventable churn as a professional development opportunity for CSMs is the mindset shift many CS leaders need going into 2025.

Exercises 52

Exercises How To Culture Leadership 52

InteractionMetrics

NOVEMBER 21, 2024

A simple yet powerful exercise is to reflect deeply on a recent customer interaction: What was their experience from their perspective? Repeat this exercise for at least 10 different customers. Share it across departments for feedback, then apply those insights to 15 more emails. If you could do it over, what would you change?

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52