GetFeedback

NOVEMBER 18, 2019

The work to take action on feedback actually begins long before you even launch your CSAT survey. As you’re designing the survey, in order to ensure that you can take action on the feedback you get from customers, you need to consider the following for each question you ask. What makes feedback actionable? . Who will act on it?

Feedback 199

Feedback How To Analysis Survey 199

Customer Bliss

SEPTEMBER 19, 2017

At the time of the initial discussions with stakeholders and results presentations (done when the company was about 150 employees), she went to the executive level and explained the dichotomy between “what we’re doing” and “what customers care about.” They needed to refocus.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. To ensure smooth collaboration between Sales and CX, the customer journey map can include feedback loops where Sales reports customer interactions and pain points directly to CX.

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

CX Accelerator

JUNE 8, 2020

As he points out, “The customer isn’t actually using their voice to provide feedback.” Motteram also suggests setting up a customer advisory board where you “Invite a representative cross-section of your customers into a room on a periodic basis to provide feedback on things like company people, processes, and product.”.

Survey 345

Survey Social Media Contact Center Call Recording 345

GetFeedback

JULY 29, 2019

Collecting survey feedback from your customers is easier now than it has ever been before. But while collecting survey feedback is simple, the real value is in actioning that feedback. Receiving actionable survey feedback. You need to include questions which are likely to deliver actionable feedback. .

Survey 150

Survey Feedback How To Net Promoter Score 150

Gainsight

MAY 14, 2019

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy. Executive-level product roadmaps.

Roadmap 81

Roadmap Sales Customer Centricity Return on Investment 81

CloudCherry

JULY 10, 2019

Sometimes, you may not even realize how elements of customer service are present in the most basic user interactions. Finally, after you’ve completed the purchase, you will be asked for feedback on your shopping experience and suggestions on what can be improved. Customer feedback.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

InMoment XI

NOVEMBER 30, 2023

Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction. These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. These tools are essential for understanding how your customers are talking about your brand.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

SEPTEMBER 3, 2024

With conversational analytics, organizations can improve customer experiences by seamlessly combining contact center conversations, emails, chats, and calls, with other customer feedback channels like surveys, reviews, and social media, thereby gaining a holistic view of the customer journey. What are the Benefits of Conversational Analytics?

Analytics 195

Analytics Data Social Media Average Handle Time 195

Thematic

MARCH 22, 2022

Have these users explore your UI, complete with a simulated backend, and then get feedback on the user experience. The information you glean here can also be based on feedback and surveys, but if you want accurate data, you’ll need to be careful not to ask leading questions. Is it intuitive, manageable, and user friendly?

Roadmap 62

Roadmap Analytics Feedback Analysis 62

Experience Investigators by 360Connext

JUNE 22, 2021

But meanwhile, we have at-risk customers who are ready and willing to defect to competitors when the right opportunity presents itself. Or maybe they have been trying to share feedback , but don’t feel heard. Seek feedback when a customer leaves. Use that information to inform your roadmap for improvements.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Experience Investigators by 360Connext

OCTOBER 17, 2023

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! Because the minute there’s a dip in revenue or forecast, then it becomes easy to think these efforts to collect customer feedback measurements aren’t really moving any of the busines goals forward.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

DECEMBER 1, 2020

My client had just returned from a presentation to her executive committee. Product roadmaps. 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. Are Customer Journey Maps Really Necessary?

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Kayako

OCTOBER 16, 2017

Product feedback. With so many inputs going into customer satisfaction scores, companies often make the mistake of leaving the ownership of the survey and feedback process undefined. Collect product feedback to help improve the product. Incorporating customer feedback into your product roadmap reduces this risk.

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

Amity

APRIL 16, 2018

Deciding how much of your product roadmap - if any - to show your customers can be an area of uncertainty. Your product roadmap is your company’s high-level and strategic goals documented, along with an execution strategy that communicates how you plan on getting there. Be Transparent. Finally, manage expectations.

Roadmap 69

Roadmap Feedback Customers Course 69

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

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. Customer-first cultures require an eye toward the future and persistent attention on the present. Consistency.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Retently

MARCH 17, 2025

Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. Identifies patterns & recurring pain points in customer feedback. Cross-Team Collaboration Impact : Has logistics or product quality improved based on CX feedback? Whats in it for you?

Report 90

Report How To Effort Score NPS 90

Retently

NOVEMBER 27, 2024

For example, streamlining fulfillment processes ensures on-time deliveries, which builds trust and reduces negative feedback. According to Google, 70% of buying decisions happen during these moments, making it crucial for your business to be present and ready to deliver what customers need instantly.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Taking the importance of collecting customer feedback out of the way, where do we start? This means knowing when to listen, where to improve, and how to turn interactions into growth opportunities.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 139

Feedback Effort Score Social Media Customer Satisfaction 139

Thematic

JANUARY 21, 2020

At Thematic, we’ve spent years researching, designing and developing our customer feedback analysis platform. . What should the roadmap look like for developing an automated DIY customer feedback solution? Why you might want to have a feedback analysis solution. There are benefits to building vs. buying. Data storage.

Analysis 105

Analysis Feedback How To Roadmap 105

GetFeedback

JANUARY 29, 2019

Customer feedback is like motor oil. But collecting feedback at arbitrary intervals without planned action isn’t going to get you very far. At GetFeedback, we believe every interaction is a chance to collect customer feedback. Sales : use survey feedback to enhance the purchase experience and bolster salesperson skills.

Survey 150

Survey Net Promoter Score Roadmap Knowledge Base 150

ECXO

OCTOBER 5, 2023

You get a lifetime license to 6 self-paced modules with narrated presentation videos, quizzes, workbooks, templates, and examples. Optional live learning sessions, instructor feedback, and Experience Leadership Certificate at no extra charge. Fine-tune your wisdom in data quality, analysis, presentation, and use in business.

ROI 156

ROI Video Government Leadership 156

InMoment XI

APRIL 9, 2025

Resource constraints in technology and the workforce present a significant hurdle for accurate predictions. Macroeconomic factors such as GDP growth, exchange rates, and retail sales present a significant forecasting challenge. As a result, you will boost customer retention and your market share.

195

195

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.

Customer Insights 62

Customer Insights Data Analytics How To 62

Lumoa

AUGUST 23, 2021

Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. Gaining feedback is half the battle itself, as it requires customers’ willingness to participate.

Customer Experience 221

Customer Experience Social Media Video Customers 221

CSM Practice

JUNE 24, 2021

How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. Shifting the Product Roadmap Ownership to Customer Success. What is a product roadmap? 3-Phase Customer Success Product Roadmap Strategy.

Roadmap 59

Roadmap Customer Success Customer Centricity Feedback 59

Experience Investigators by 360Connext

JULY 17, 2024

My client had just returned from a presentation to her executive committee. They were proud of themselves for reviewing customer feedback dashboards and leaning into the idea of providing a world-class experience for customers. Product roadmaps are often based on what priorities have been identified as most important to customers.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

Thematic

MARCH 29, 2020

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. Whether your product is a vacuum cleaner, a mobile app, or a SaaS solution, product feedback should drive decision-making. I spent the last 5 years building Thematic , a customer feedback solution.

Feedback 111

Feedback How To Analysis e-support 111

ChurnZero

MARCH 7, 2025

At ZERO-IN 2024, Higher Locic ‘s Heather Wendt gave an excellent presentation on the steps of building a community and amplifying its networking effects and business impact. 3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap.

How To 52

How To Roadmap Self Service Gamification 52

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Travel 204

Travel Industry Hotels Customer Journeys 204

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience. Eager to know how?

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

InMoment XI

FEBRUARY 1, 2024

It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights. Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact.

Analysis 195

Analysis Social Media Analytics Loyalty 195

Retently

JULY 28, 2019

Whether your team uses Retently or you’re just curious to learn more about customer feedback workflow automation, take a look at these practical ideas: 1. Automate the feedback loop. Or, you could send automated conversation starters to customers who leave no text feedback. Channel positive feedback.

Feedback 85

Feedback Effort Score Survey NPS 85

Thematic

APRIL 13, 2023

Thousands of our users seek help every month, providing feedback, both publicly and privately. I’ve always seen feedback as gift, and personally, I’m a frequent feedback giver. Feedback is a two-way relationship When customers share feedback, they expect something in return.

Feedback 71

Feedback Roadmap Analysis Culture 71

Retently

SEPTEMBER 3, 2024

Through our CX surveys and advanced feedback analytics, we enable businesses to truly understand their customers and turn that understanding into action. Key Takeaways We use post-trial and recurring NPS feedback to consistently refine our product and quickly adapt to customer needs.

B2B 152

B2B NPS Effort Score Survey 152

Thematic

DECEMBER 28, 2022

Feedback analytics software is a powerful tool in a product manager's arsenal. In this post, we'll discuss six ways that feedback analytics can help product managers build better products! Identify pain points Feedback analytics software analyzes the feedback users share to identify, understand and quantify pain points.

Analytics 71

Analytics Software Feedback Management 71