Tag: Customer feedback

Supercharging CX in 2023: going beyond generic surveys

If you go the extra mile and seek personalized, timely, insightful feedback from your customers, you can identify and improve contact centre operations—and strengthen customer loyalty. CX (Customer Experience) professionals measure their company’s brand health in terms of customer satisfaction, and...

Chattermill’s new report: customer support trends in 2022

This year for the first time Chattermill, a unified customer intelligence platform, surveyed 339 customer-focused business leaders from the US, Oceania, South America and Europe with the intention to better understand key trends in customer experience (CX) for the upcoming...

The end of traditional customer surveys: what’s coming next?

Even before the pandemic, increased demand for personalised customer experiences had companies feeling pressured to meet customers’ expectations. They were scrambling to define and deliver exceptional CX. Leaders continue to strategise and anticipate evolving customer expectations to elevate the future of CX....

Consumers have changed: are brands ready to respond?

From omnichannel shopping to brand switching, the pandemic has accelerated some key trends in consumer behaviour. It has also profoundly altered customers’ perceptions and beliefs about the companies that serve them. Four key trends in customer behavior As an organization that...

Customer experience excellence: five marketing practices you need to know

This article was written in collaboration between Amanda Riches, Senior Director of Professional Services at Medallia and Zoe Cooper, Senior Director of Marketing Operations, Europe, NTT Ltd. Every company around the world will agree that happy customers make...

Want to get more from your surveys? Close the customer feedback loop!

Many companies are striving to become more customer-centric. They have set up numerous ways of listening to their customers at multiple customer journey touchpoints. However, few have built effective response mechanisms into their customer surveys and managed to close the...

It’s not just what they say, it’s what they do – look out for the feedback in your customers’ actions

Interpreting the non-verbal feedback your clients are sending your way is just as valuable as reviewing the written complaints and reviews they leave. If you are alert to changes in revenue trends, influxes of calls relating to anything new or...

How to get customer feedback in the COVID-19 world

Throughout this pandemic, businesses have been wondering how to get customer feedback accurately. They are still trying to get a handle on the ‘new normal’ and the shifting needs of their customers. Add to this challenge the clear and present...

Don’t make it all about your competitors. Make it all about your customer.

Getting the edge on the competition is big business. A lot of companies spend time guessing what the competition will do next, trying to predict big marketing efforts, key messaging, and the resulting consumer traffic that follows. You see it...

Harnessing Great Customer Feedback to Help Grow Your Business

  So you’ve worked hard on your customer experience. You think your customers are happy with the service you’ve provided. That’s great! But wouldn’t you rather KNOW that they were happy? Wouldn’t you rather everyone knew? There are plenty of options...