surveys

Survey 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 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

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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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 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

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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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 hadn’t. Incredibly, the IT department was able to fix the issue in just a few …

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