surveys

Survey Results are Great, but What About the "Untold" Feedback?

Leave a Comment / Connect with Customers / By Jeannie Walters

Consistently gathering customer feedback is a great way to see patterns around satisfaction, loyalty and other key performance indicators, but some of the most valuable information hides beyond typical survey results. There are important questions customers would love to answer for you, should you ever happen to ask! There are answers they want to give you, …

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5 Customer Feedback Hacks: Going Beyond the Surveys

Leave a Comment / Connect with Customers / By Jeannie Walters

You want to create experiences customers will want to return to. It’s no secret that learning what customers really want and need is a key component to this! But while asking a few basic questions in a monthly survey might help, it’s not enough to help you really understand your customers’ needs. For feedback that informs you on how to …

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5 Ways to Get Actionable Feedback from Customers

Leave a Comment / Build Customer Journey Maps, Connect with Customers, Take Action / By Jeannie Walters

Asking customers for feedback is generally easy, but asking questions that spark action is not. And every customer’s journey is different, so why ask every customer the same old questions? Neat piles of similar responses look pretty in reports, but there’s only so much action you can take from there. When you tailor your questions for …

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3 Ways to Let Customers Guide Your Greatest Innovation

Leave a Comment / Build Customer Journey Maps, Connect with Customers / By Jeannie Walters

Customers can’t always tell us what they want, even when we ask them to leave feedback. So is there another way to learn what they will want next, before they take their business elsewhere? Customer data, feedback and market research can still help guide your next innovation. You just need to see the experience though a different lens, and be willing to …

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3 Ways to Boost Your Customer Service Listening

5 Comments / Connect with Customers / By Jeannie Walters

You know the feeling. You see a customer heading your way to complain. Or maybe they’ve already submitted feedback and checked the “please follow up” box on the form. Or maybe your employees have warned you about the person who has complained to them already and is bringing her concerns up the chain. In any …

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How Metrics Hide Serious Customer Experience Problems

2 Comments / Align Organizational Vision & Goals / By Experience Investigators Team

by Jeff Toister It’s not every day you solve a $50,000 problem. That’s what the customer service manager had just done. It was a billing issue that fooled the company’s CRM system into thinking a customer’s payment had been processed when it really hadn’t. Incredibly, the IT department was able to fix the issue in …

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Survey Results are Great, but What About the "Untold" Feedback?

5 Customer Feedback Hacks: Going Beyond the Surveys

5 Ways to Get Actionable Feedback from Customers

3 Ways to Let Customers Guide Your Greatest Innovation

3 Ways to Boost Your Customer Service Listening

How Metrics Hide Serious Customer Experience Problems

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