It seems counterintuitive, but negative feedback from customers is a good thing for your business. A customer who cares enough about the relationship and products/or services to share difficult opinions deserves attention and respect. As inspirational business...
Most companies want to secure more customer experience (CX) feedback but face challenges achieving this goal. Several feedback gathering options exist, each with their pros and cons and specific set-up and administration costs. Picking the right CX feedback...
Customers want an effortless, personalized interaction regardless of how, when or where they interact with a company. That expectation magnifies when the interaction is a field visit by an employee to a customer’s home. Historically, though, field service has...
Customers have more power today than ever before. They expect consistent, personalized service at every touchpoint. If these expectations go unmet, customers can easily voice their unhappiness online. Or they may take their business elsewhere. How can you avoid this...
For any customer, providing feedback is often an emotional experience. The combination of a visceral response to interactions with a brand and a compelling need to share feedback can imbue any customer experience (CX) with a personal, emotional edge. This is...
Customer feedback is the heart of every customer experience (CX) program. But in today’s information-saturated world, customers may not always notice or respond to feedback invitations. How can brands collect more customer feedback—that is both meaningful and...
Traditionally, customer experience (CX) has not been an area of strength for many communications companies. In fact the telecommunications industry received the second worst overall customer experience ranking, eclipsing the survey’s third place finisher by 20...
It’s no secret that CX programs thrive on data. And CX practitioners face the continual challenge of how to collect more feedback from customers—in an information-saturated world. Survey fatigue is a very real problem for today’s customers. People receive so many...
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