Take Action on CX Feedback with Real-Time Alerts

Take Action on CX Feedback with Real-Time Alerts

“More than one-third of businesses will restructure to shift to customer-obsessed operations.”  ~Forrester 2017 As businesses evolve to focus on a customer-centric model, every company must adapt based on customer feedback.  Some companies have made initial...
Are Your Customers Secretly Unhappy with Your Brand?

Are Your Customers Secretly Unhappy with Your Brand?

Customer service teams handle complaints every day. Even so, consumer studies indicate that most unhappy customers don’t take their concerns to companies that disappoint them. A popular metric in the customer experience (CX) community suggests that for every one...
4 Strategies to Decipher Emotions in Your Customer Feedback

4 Strategies to Decipher Emotions in Your Customer Feedback

We are all consumers of products and services. As such, we are driven by our emotional associations with those experiences. Take a moment to think about your best and worst customer service experiences.   What about when you were crunched for time, but had to stop at...
Uncovering Actionable Insights in Your CX Comments

Uncovering Actionable Insights in Your CX Comments

Many companies today are actively engaged gathering customer feedback.  However, there is a discrepancy in the type of feedback and the utilization.  IDC estimates that 20.8% of the insight collected is structured/quantitative feedback. The remaining 79.2% is...
Which SMS Survey Approach is Right for Your Company?

Which SMS Survey Approach is Right for Your Company?

Texting has quickly become a dominant form of communication for adults. Each day, mobile phone users send more than 20 billion SMS messages, which equates to more than 7.3 billion each year. Those are impressive statistics, but do not prove the compelling case for...
How to Gain Value with Human-Based Verbatim Analysis

How to Gain Value with Human-Based Verbatim Analysis

  Today, companies invest significant amounts in customer surveys to learn how to serve their customers better.  Automated surveys are valuable. However, allowing customers to leave comments (verbatim), expressing exactly what they think and feel, empowers...
How to Use VoC Feedback to Motivate Your Team

How to Use VoC Feedback to Motivate Your Team

  The words “feedback” and “motivation” can seem like antithetical concepts. The reason? “Feedback” often has a negative connotation due to its use as a “stick” versus a “carrot” to improve performance. However, customer experience (CX) leaders realize that...
Unlock the Power of Positive CX Feedback

Unlock the Power of Positive CX Feedback

Most service organizations have talented and passionate employees that care about helping customers. In fact, between 60-80% of customer experience (CX) feedback reflects well on customer-facing teams. However, many companies’ CX programs place significant emphasis on...