The product manager’s CX handbook
GetFeedback
JANUARY 3, 2021
Ten essential elements product managers need to build an agile customer feedback program.
The product manager’s CX handbook
GetFeedback
JANUARY 3, 2021
Ten essential elements product managers need to build an agile customer feedback program.
Handbook 
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The Ultimate Customer Feedback Loop Playbook
Thematic
MARCH 26, 2025
Yet, 56% of dissatisfied customers never voice their concerns—they simply leave Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.
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CCO Shares How to Create a Customer-First Health Care System by Directly Engaging Members
Customer Bliss
NOVEMBER 29, 2018
She looked at all of the customer touchpoints and pain points, collected data from call centers to gather complaints and feedback, and reviewed communications previously sent to members. The Department also did a major overhaul to the member handbooks. They previously had around 13 handbooks for members which were all quite redundant.
Voice of Customer Examples: How Different Industries Use VoC Insights
Thematic
OCTOBER 30, 2024
However, raw feedback data taken at face value can miss the mark and lead to flawed assumptions about what customers really care about. That means fine-tuning your CX depends on how well you can sift through the noise and meaningfully analyze customer feedback. What is voice of the customer?
The 7 habits of Companies with successful customer-centric cultures
CloudCherry
FEBRUARY 28, 2018
And acting on this feedback shows customers that you care and portrays to the world the customer-focused culture you’ve instilled. Also, incorporating this feedback into the everyday routine of employees aligns your internal culture with evolving customer expectations. A Nordstrom salesperson rarely points.
Unlocking Customer Experience Insights: Strategies for Better Satisfaction
Thematic
FEBRUARY 24, 2025
That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Businesses need to collect, analyze, and apply customer feedback effectively. So, how do you turn insights into action?
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An Easy Guide on How to Use Data-Driven Customer Insights for Smarter Business Decisions
Thematic
MARCH 30, 2025
The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. But collecting feedback is only half the battle. Think of customer feedback analysis like laying the foundation for a building.
Product Led Success: The Professional’s Handbook – An Introduction Blog
Gainsight
NOVEMBER 10, 2021
Read on for an introductory taste of product-led success and a preview of our in-depth guide, “Product-Led Success: The Professional’s Handbook.”. Product-led success strategies dig into in-product data, such as customer surveys, behavioral data , and customer feedback loops , to point out the path to a better user experience.
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7 Ways Text Analytics Helps in Product Development
Thematic
MARCH 20, 2025
Every day, customers leave a trail of feedback in online reviews, social media posts, and surveys. Instead of manually sorting through thousands of comments, topic modeling groups similar feedback into themes like “slow performance” or “missing integrations,” helping teams prioritize improvements.
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The Explosive Growth of the Text Analytics Market: Trends, Opportunities, and Forecast
Thematic
APRIL 3, 2025
It helps businesses make sense of messy, unstructured feedback and turn it into something that actually improves service, products, and customer relationships. Exponential growth in unstructured data (social media, emails, customer feedback). Because customers are tired of slow responses, generic replies, and unresolved issues.
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How AI Text Analytics Enhances Customer Service: A Comprehensive Guide
Thematic
MARCH 20, 2025
Businesses today receive huge volumes of customer feedback—from emails and chats to surveys and reviews. Simply put, it’s about digging into unstructured feedback to uncover meaningful insights that improve customer service. You’re not alone. But how do they make sense of all that data? Text analytics.
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Free Webinar. Q&A with Jaakko Männistö: Ask Anything About The Emotional Value Index (EVI®)
Feedbackly
OCTOBER 12, 2022
Jaakko is a founder and CEO of Feedbackly, co-founder of CX Academy and CXforum, and the author of the CX handbook The Journey. During her career, she has also led a startup intending to change the world of customer feedback collection – CX has always been in her heart. About the speakers. JAAKKO MÄNNISTÖ. EVELY KAASIKU.
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The Best VoC Analytics Tools: Analyze Feedback Easily
Thematic
OCTOBER 8, 2024
And to give your program the best chance of success, you need to be using the right tools to simplify your feedback collection and analysis. In this article we’ll run through the best VoC analytics tools for creating surveys, collecting customer feedback, performing AI analysis, and more.
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Are We Doing Employee Onboarding All Wrong?
Michel Falcon Experience
AUGUST 18, 2014
Take the feedback you receive and use it to recreate the employee onboarding process. Have you set aside their welcome package and employee handbook? They send their employees a digital company handbook and welcome packet the day before their first day. Failure to prepare is preparing to fail. Warby Parker does this very well.
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The Best Customer Insights Platforms for Smarter Decision-Making
Thematic
MARCH 18, 2025
They leave feedback all over the place: surveys, reviews, emails, social media, customer service calls… and before you know it, you’re drowning in data. But here’s the kicker: That feedback is gold —if you know how to use it. These tools help businesses analyze feedback, track behaviors, and uncover trends.
People hate servicing their cars, but it doesn’t have to be that way
Alida
APRIL 11, 2017
Dealers need to uncover the preferences of their customers and use that feedback to improve communication and enhance trust. To learn more about enabling authentic customer engagement, download The Authenticity Handbook. Service advisors should be equipped with tools to engage with customers on their terms. Reward the right behavior.
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The cheapest, easiest, and fastest change in customer support is language
Kayako
OCTOBER 27, 2015
Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. How does “Thank you for your feedback” or, “We apologize for your inconvenience” make you feel? Sarah also hosts UserConf, a designated forum for support professionals hosted in several different cities. Avoid business speak.
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The Hubspot-Dan Lyons saga offers lessons on employee engagement, authenticity and corporate culture
Alida
APRIL 28, 2016
RELATED: Read the Authenticity Handbook for real-world examples of companies that are building genuine trust with their customers and employees. . Using employee insight communities , where companies can systematically gather ongoing feedback, is a good way to regularly engage with employees and find out about their needs.
Customer experience maturity: The 5 pillars to know when evaluating your program
delighted
FEBRUARY 22, 2022
To add to these challenges, educational tools like handbooks, seminars, and models that explain how to grow a CX program, or assess your customer experience maturity, don’t really exist. An organization begins to collect feedback at multiple touchpoints across departments and develops cross-functional objectives to improve CX.
The Agency’s Customer Support Review Management Training Handbook for Clients
Grade.us
JANUARY 16, 2019
Whom to ask for internal feedback. You might ask them for internal feedback purely to help the business improve. In order to recover their experience, it would be worthwhile to set up a time to chat and really empathetically listen to their feedback on whether the business failed them and how it can be rectified.
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The four CX pillars that every Customer Success leader should know with ChurnZero Chief Customer Officer Abby Hammer
ChurnZero
MAY 13, 2022
What’s the most effective way to gather customer feedback? They make sure you have good feedback loops and good data analysis on what’s working versus not. Expand your product feedback pool beyond customers. “At At ChurnZero, anyone can submit product feedback. We don’t care where the feedback comes from.
Help Scout’s Step-By-Step Remote Hiring Process
Help Scout
SEPTEMBER 28, 2021
We also have in-house interviewer training that everyone must go through before they interview candidates — we want our team to be crystal clear about how to give a great interview, how to listen for solid answers, how to minimize unconscious bias, and how to write useful feedback. Sometimes we have two candidates that reach the final stage.
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Creating a Voice of Customer Strategy: 8 Clear Steps
Thematic
OCTOBER 7, 2024
Many businesses overlook their most valuable resource: customer feedback. By actively listening and strategically acting on customer insights, you can transform feedback into powerful business growth. A Voice of Customer (VoC) strategy is the process of gathering customer feedback and using that information to shape future decisions.
Amazing Business Radio: Jeff Toister
ShepHyken
APRIL 4, 2017
Shep Hyken speaks with Jeff Toister about his new book, The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. Instead, we should focus on the feedback and learn how to use it, so that we can continually improve and deliver even better customer service.
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4 Easy Steps for Building an Internal Knowledge Base
Comm100
NOVEMBER 5, 2020
Internal documents – Employees should be able to search for relevant information from internal documents such as HR handbooks and training manuals (such as information about metrics and performance) in their internal knowledge base. What are your agents struggling to help your customers with?
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Free Customer Trends That Drive Your Business Future
ThriveableBiz
SEPTEMBER 15, 2021
Especially when backed by feedback questions like How Satisfied Are You? We've created a Handbook that challenges you to identify the opportunity for your business from these Customer Trends. Download your Free Copy Business Opportunity Handbook. Which is all essential data for a business to function. So it’s game on!
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52 Service with a Smile
Ann Michaels and Associates
OCTOBER 28, 2018
The company also uses client feedback to provide insight into areas where they can improve. Any time we receive feedback from one of our clients, we analyze the type of comments we receive for trends that then can be solved,” the Training team notes. “Any How to Measure Successful Service. To gain a client-based perspective, U.S.
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HR Onboarding Tips for Successful Customer Service Teams
CSM Magazine
OCTOBER 25, 2023
The welcome packet should include the company’s history, vision and mission statements, organizational chart, benefits package, and employee handbook. Assign Mentors or Coaches: Mentors or coaches can provide valuable feedback and guidance that can accelerate the assimilation of new hires.
Using Automated Best Practices Puts the ‘Intelligence’ in Artificial Intelligence
Gainsight
JULY 6, 2021
In the introduction of “The Customer Success Professional’s Handbook,” Gainsight’s CEO, Nick Mehta, stated, Companies cemented in the past are still searching for ways to automate the humanity out of customer relationships. We suggest several aspects of best practices for companies when they are first starting their Customer Success Journey.
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73 Voice of the Customer – 17 Best Tips from CEOs and Leaders
Survicate
MARCH 20, 2019
Which brings us to another distinguishing characteristic of customer-centric companies: Collect and anticipate feedback. Let’s take a look at what it takes to take customer feedback potential to the fullest. Andy Moquin, President of Andrews Jewelers , tells us about their feedback collection efforts. “ Run NPS surveys. “
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40 Best Customer Service Books We’d Recommend to Support Operators
ProProfs Chat
JUNE 30, 2020
And who can resist an online quiz with instant feedback?” The Service Culture Handbook. This customer service culture handbook is a step-by-step guide for its readers to create a customer-focused culture in the company. The Customer Success Professional’s Handbook. ” –Newsday.
The ultimate guide customer success in SaaS
ChurnZero
DECEMBER 1, 2023
The essential handbook for building the modern customer success program Are you ready to elevate your SaaS business with a robust customer success program? Customer advocacy: build a network of loyal advocates and gather valuable feedback. Customer renewals: implement strategies to secure renewals and reduce churn.
Holiday greetings from HappyOrNot
Happy or Not
DECEMBER 23, 2021
We remodeled our Help Center (formerly the Customer Community), and did an overhaul of our Handbook based on our customer’s feedback to deliver improved materials and an enhanced user experience. . Next up is to continue developing the Handbook to make it even more useful to our customers’ needs.
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Not doing so could detract from the effectiveness of the agreement.
Wired and Dangerous
MAY 13, 2021
Now Annex 1 should mirror the following topics (that will vary from Processor to Processor): Well use this information to improve our online help resources We will not follow up directly on feedback submitted. Handbook of inter-rater reliability: How to estimate the level of agreement between two or multiple raters Gaithersburg 2001.,
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When Values Are Valuable
Customer Enthusiast
JUNE 26, 2018
Rather than burying them on the website or in the employee handbook or annual report, post them prominently in employee work areas. Include your organizational values in every aspect of performance management – from feedback, performance appraisal, and recognition to coaching, counseling, and disciplinary action.
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Got self-doubt? How to silence imposter syndrome in Customer Success
ChurnZero
APRIL 1, 2022
According to research shared in “The imposter syndrome handbook” by Raghav Parkash , imposter syndrome crosses gender, racial, and professional boundaries. Commit to real-time feedback. In addition to praising wins, commit to your team that you will give them prompt feedback when you see opportunities for them to improve.
How To Measure Product Adoption Using Product Analytics
Gainsight
APRIL 7, 2022
Build customer feedback loops. Customer feedback loops are in-product processes you embed in your user’s journey. These processes gather feedback from your users through assets such as surveys or chats. Next, they allow you to analyze the feedback and make adjustments to improve the user’s experience.
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Growth and Analytics: How to Enable Product-Led Success
Gainsight
NOVEMBER 10, 2021
Here are a few tips: Embed customer feedback loops into your product. . Customer feedback loops keep you in touch with your user’s experience. When you embed feedback loops into your product, you use analytics to find friction points, gather feedback, and use ongoing reporting to improve. .
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Top 50 Customer Service Leaders – Best Customer Experience Influencers
Storyminers
JULY 6, 2020
He is a best-selling author who has written three customer service books: The Service Culture Handbook , Getting Service Right , and Customer Service Tip of the Week. To spur critical thinking about customer feedback and customer service, Martha leads nationally recognized conference sessions and workshops. Marsha Collier.
The Reality Of Pay Per Sale Telemarketing
Magellan Solutions
JUNE 21, 2021
Administrative manual or handbook for managers. On-going coaching and feedback. The effectiveness of the program is also based on ongoing coaching and feedback. . (For example, what would constitute “outstanding” performance for one of the specific goals? This should be clearly spelled out.).
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The Ultimate List of Product Experience Resources for 2022
Gainsight
APRIL 21, 2022
Product Led Success: The Professional’s Handbook – An Introduction Blog. Embedding a Customer Feedback Loop Into Your Product Delivery. Why a Product-Led Growth Strategy Is Becoming a Must in Today’s Competitive Market. PLG Readiness Assessment. Tips and Tricks for Building a Product-led Flywheel. Finding Product-Market Fit.
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How HR can make a difference: Dean Carter, CHRO at Patagonia
Qualtrics
DECEMBER 11, 2018
The employee handbook is labeled “Let My People Go Surfing” — that was pretty compelling. On using technology to gather feedback: The only way to actually see the nature of the feedback in real time is to use technology. I don’t just tell them, “Hey, 62% of you are giving feedback.
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Why Customer Service is Important to Businesses: Top 5 Reasons
ProProfs Chat
SEPTEMBER 20, 2019
To make customer service worse, British Airways replied something straight out of things that you should never say on “Twitter handbook” . Train your staff , equip them with tools for success, let them grow, work towards their personal development, and act on employee feedback. . ProProfs Help Desk is there for you.
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