In most cases, business growth occurs when customers can get the maximum value from a product or service, which is why customer success is a real indicator of business growth. But customer success cannot be maximized without creating a dialogue where feedback is captured and acted upon. At Hubstaff, this is part and parcel of who we are as a company. Creating a dialogue and learning from those conversations have been critical to our growth journey.
If our customers aren’t successful, neither are we. Here’s how we’ve streamlined our customer feedback processes at Hubstaff, helping us grow to serve over 7,000 teams around the world. And, here’s how you can do the same.
https://baremetrics.com/blog/customer-feedback-to-fuel-growth/
The astonishing growth of cloud-based technology has resulted in the explosion of SaaS (Software as a Service) becoming a multi-billion dollar industry. From managing sales leads to organizing your personal finances, SaaS tools plays a key role in countless organizations.
As such, it should hardly be surprising that many entrepreneurs and programers have decided to throw their hats into this potentially lucrative space. A few weeks ago, I was fortunate enough to speak with one such person who's turned a software tool originally built for personal use, into a thriving SaaS startup—Josh Pigford, the founder of Baremetrics.
During our conversation, Pigford revealed some great insights into what helped his company become successful today—and how you too, may be able to grow your own service-based side business into a scalable startup.
https://www.forbes.com/sites/ryanrobinson/2018/08/05/service-business-side-hustle-saas-startup/#7574f8776c1b/
Just a fifth of Australian financial services businesses are measuring customer sentiment on social media, according to a social media management software provider, despite more than two-thirds using it primarily for customer service.
Hootsuite’s 2018 Social Business Report indicates that social media has become increasingly important for 80 per cent of financial services businesses over the last two years, with 70 per cent expressing that they use it predominantly for customer service.
The study further found that 81 per cent of leaders in the financial services industry believe social media has a positive impact on brand perception and trust.
https://www.theadviser.com.au/breaking-news/38050-industry-falling-behind-on-measuring-customer-sentiment/
Admit it. We as consumers are a demanding bunch. We have high expectations of the brands around us – whether that’s simply knowing our preferences, tailoring our online journeys, individualizing communications, or providing quick and hassle-free customer support. Put simply, we want to be the apple of every business’ eye. If things don’t go our way, well….it won’t be long before we’re off looking for an alternative that will meet our expectations. This logic is precisely why personalization efforts are so critical to the success of businesses – especially in the digital era.
Being able to provide these personalized experiences, however, has proven to be a real challenge among many digital marketers who are still in the process of adjusting to this growing trend. In fact, almost 60% of marketers claim that they struggle to personalize content (in real-time); an occurrence which is often attributed to the company’s inability to gain customer insights quickly enough and apply them. One way of removing this hurdle and gathering the necessary information for personalizing is by collecting customer feedback.
Let’s take a closer look at how customer feedback data drives the three ‘breeds’ of personalization.
https://www.abtasty.com/blog/how-customer-feedback-drives-personalization-efforts/
When was the last time you were asked to provide feedback as a customer? You probably don’t remember. The truth is, you probably were asked but ignored or declined the request due to some level of inconvenience, or you simply didn’t recognize the request.
More importantly, when was the last time you solicited feedback from your customers, and what level of input did you receive? In an age where customer experience is a strategic priority, if soliciting feedback from your customers isn’t part of your ongoing strategy, you’re missing out on not only another touchpoint, but also an opportunity to collect invaluable data about your customers, company, and service. That data can then be appended to existing data sets to understand even more about what drives customer satisfaction and where you may have opportunities to increase service levels and revenue.
But, in order to get the most value out of your feedback requests, there are several variables to consider.
https://blogs.aspect.com/do-you-know-what-makes-your-customers-tick-and-what-ticks-them-off/
For any business looking to provide their users with the products they need and the customer service that they deserve, knowing how to collect and act upon customer feedback is essential. Customer feedback gives businesses the guidance and information they need in making decisions.
To learn and measure how satisfied your customers are, you need to get a handle on how they see your products, customer support and the entire company. In this article, you can find out four of the best and most effective ways to respond to a customer’s feedback.
https://www.ethosplc.com/2018/07/19/4-effective-ways-to-respond-to-customers-feedback/
Getting customer feedback is essential to contact center, customer service and voice of the customer (VOC) leaders and managers. Without it, the contact center operates in a vacuum, and customer service and satisfaction suffers as a result.
In this age of empowered consumers, traditional survey methods won’t get you the insights you need. In fact, response rates for paper-based surveys are just 10%.1 Today’s organizations need a new solution.
https://www.opentext.com/campaigns/experience-suite/wfo/
We’ve used the AI powers of Thematic to see whether we can find any juicy insights in customer feedback, and here’s what we found.
We’ve analyzed 16335 publicly available online reviews for 4 brands which often come to mind when thinking “luxury, global fashion brands”: Louis Vuitton (LV), Gucci, Prada, and Burberry.
They sit within a price range where you might think twice before purchasing them for all of your everyday needs (Louis Vuitton dish-wash cloths, anyone?), however with a bit of saving (or a few shameless credit card swipes later!), you might invest in some staples such as shoes, bags and scarves.
http://customerthink.com/deep-dive-into-customer-feedback-for-4-luxury-brands-what-can-they-improve/
Voice of the customer (VOC) initiatives have gone mainstream. Unfortunately, too many companies doom their VOC programs from the start.
The problem isn't that brands aren’t collecting feedback. In fact, companies are gathering more feedback from customers and visitors than ever before.
The problem is that brands fail to realize the primary value of VOC data. Information culled via customer feedback is valuable because it creates internal alignment and provides insights that allow brands to execute quicker than the competition.
https://www.cmswire.com/customer-experience/why-your-voice-of-the-customer-data-isnt-actionable-and-what-to-do-about-it/
When you run a busy operation that serves thousands of customers, it can be easy to overlook the benefit of asking your guests what they think occasionally. After all, when sales are strong and business is running as usual it can seem like an unnecessary exercise. If there was really a problem, your customers would tell you, right? Not necessarily.
Regularly soliciting your customers for feedback isn’t just so you have reassurance that everyone is happy. Customer feedback can play a much more significant role in the overall experience one has with your brand, service, and its representatives.
http://www.touchwork.com/15-questions-need-ask-next-customer-feedback-survey/
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