Newspaper

Blog

4 reasons why smiley face feedback has really taken off

Yes they really are everywhere. I’m sure you’ll have seen a screen or device inviting you to give feedback after a purchase, during a journey or as leaving a hospital appointment.

From simple happy or not rating feedback in airports through to interactive customer feedback kiosks with multiple questions in train stations - the age of in the moment feedback has arrived.

Read More

Why bother investing in customer feedback solutions?

According to a report from American Express, three in five Americans (59%) would try a new brand or company for a better service experience. This reflects an emerging global trend.

Read More
0 Comments

Myths about feedback to forget in 2018

There are many misconceptions about feedback. Here we tackle some of the common ones and explain why you should revisit your feedback plans.

Read More

Customer expectations are through the roof

... so you better take soundings. 

The digital revolution has impacted our culture and we find ourselves struggling to keep up with the pace of change.

One impact is to be less loyal and forgiving when things don’t quite work out how we expect. Think about the last time a website froze on you for a few seconds. We’re fast to abandon and click elsewhere for our expectations to be met.

Read More

Improve experience through a better understanding

4 minute read

Measuring customer satisfaction doesn’t tell you how to achieve it. You can measure levels of satisfaction; you can pore over reports showing the distribution of customers across the satisfaction spectrum. All of this is helpful as far as it goes, but the problem is that it doesn’t go far enough: it doesn’t provide insight into why the customer was satisfied or dissatisfied. To achieve this, you will need to understand the customer experience.

Read More
0 Comments

Lifting the lid on Sentiment Analysis - what you need to know.

4 minute read  

We are seeing the rise of many highly technical tools to make sense of free text comments. Some sentiment engines position themselves in terms that are hard to get your head around – it all sounds like rocket science! So in his blog I would like to share what sentiment analysis is and how to use it in simple terms. 

Read More

Customer satisfaction: Monitor the pulse of your business

3 minute read

Who wouldn’t benefit from a constant flow of insight from customers or employees into their business? Quick snippets of customer satisfaction feedback that enable you to track when things are going well - happiness is high-  or alert you when things start to dip – you need to act quickly!

Quick, real-time feedback from short surveys can provide just this, as well as deliver valuable information that can replace or enhance annual surveys.

Read More

4 reasons to invest in a customer feedback solution

4 minute read

Why go to the effort and expense of investing in a customer feedback system? Does it make any difference to the bottom line? The answer should be ‘yes’. In fact, the link between feedback and financial performance should be established up-front, in order for an organisation to truly buy-into the customer feedback process.

Read More
0 Comments

7 suggestions for places you could use touchscreen feedback.

4 minute read

The use of touch screens for feedback, often called kiosks, totems or terminals, is on the increase. Only 10 years ago people would gingerly touch the screen and wonder if it would actually work! Now we are seeing the ‘self-service kiosk’ being used constantly in many retail, health and commercial settings.

 

Here are 7 places that touchscreen feedback works well:

Read More

10 reasons to use In-The-Moment customer feedback

We’re all so busy, rushing here and there, making decisions on the hoof and avoiding anything that might add to the stress. 

OK so maybe that's a harsh view on life, but it’s certainly true that we’re doing the jobs of 3 people, managing multiple social platforms, avoiding things that seem like a waste of time and always conscious that there’s ‘so much to do today’.

Read More

Leave a Reply