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Continuous Customer Feedback and Follow up is Essential

Gartner have identified the top 10 habits of customer-centric organisations and you can listen here:

https://www.gartner.com/en/podcasts/thinkcast/10-habits-of-customer-centric-organizations

The first 2 habits are all about listening to customers and giving them feedback to show that we really are listening. This idea of continuous customer feedback and continuous feedback to customers is not new, but it is vitally important. We all want to know we’re being listened to and as Gartner go on to say, we want to know why the feedback is being asked for and how it’s going to be used.

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Get the answers to your questions thanks to feedback

If you could find the answer to one question what would that question be?

Apart from the big questions such as ‘why are we here?’ or ‘what are tonight’s lottery numbers!?’ I wonder what you would like to know for your business? If you could get insights in to the niggling questions that might hold the keys to business growth, better outcomes, more loyal customers - WHAT QUESTION WOULD YOU ASK? 

Feedback provides the answers to the many questions we have and when done well will provide the data and insight we need to make the right changes.

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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.

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8 things you should know about feedback kiosks

 
1. They’re free standing

Is that really a big deal? Well it means you have flexibility to place them where they will best serve your requirements. It means they're quick and easy to implement which saves time and money.

(Wall and counter top versions are available too!)

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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.

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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.

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Why you should get started in measuring customer feedback

 2 minute read

We all need feedback. From healthy infant development, through school and college and into our work-life, getting constructive feedback is essential. So why isn’t the same said for customer feedback?

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Is your survey design holding back your customers' feedback?

3 minute read

It’s a known issue and the bugbear of many a CX or Insight professional. Businesses value feedback; it helps attract and retain both customers and employees alike. But as customers, or feedback givers, we become less interested. Typical sentiments along the lines of, “I’ve got what I need,” “sorry, no time!” or “I don’t believe my opinion will make a difference” all yield the same result – we don’t bother giving feedback. In short, businesses care about feedback, customers don’t. 

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ViewPoint guide to customer feedback reporting

5 minute read

You’ve invested in a customer feedback programme and you’ve got a ton of data, but how do you quickly and easily make sense of it? This is where reporting can help – or hinder!

In this guide, we’ll give you a brief overview of the different types of feedback reporting that are available and how you can use them to aid decision making in your business.

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When Smiley Face Surveys and Feedback really works

4 minute read

It's a busy world and time is precious. We guard ourselves against anything that might add more to the workload and that includes giving feedback.

That's one reason why using smiley faces in feedback is effective - it's just so quick and easy for anyone to respond.

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