Blog & Resources

surveys

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

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 ...

5 Customer Feedback Hacks: Going Beyond the Surveys

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 ...

10 Ways to Get Actionable Feedback from Customers (part 2)

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 ...

10 Ways to Get Actionable Feedback from Customers (part 1)

It can be a daunting task to go looking for actionable feedback. You have to roll up your sleeves, check your ego at the door, and prepare to learn some hard truths about your business and (gasp!) yourself. It's great to seek ...

3 Ways to Let Customers Guide Your Greatest Innovation

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 ...

3 Ways to Boost Your Customer Service Listening

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 ...

How Metrics Hide Serious Customer Experience Problems

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 ...

How Customer Satisfaction Surveys Yield Bogus Results

Satisfaction surveys are important to capture customer feedback in a logical and objective way, right? That's the idea, unless the survey is the result of an aggressive salesperson coaching the customer. It most recently happened to me at a mobile ...

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