When it comes to user feedback, there is a lot to be said about quantitative data (e.g., Net Promoter Score ( NPS) and Customer Satisfaction (CSAT)) but little is known about the qualitative side (e.g., open-ended questions) or “unstructured data”.
While measures such as NPS can easily be measured and displayed in graphs and charts; qualitative data is not as simple if you don’t have the right means to analyze it.
Text analysis is the process of deriving meaning from text and written communications (or unstructured data) to measure such things as customer opinions, user and customer feedback, product reviews and more. …
The difference between Voc and CX and the intersection between both terms can sometimes be confusing considering that collecting quality data from the right person at the right time on the right channel ( VoC) is a big part of how companies design or react to customer interactions to increase customer satisfaction, loyalty and advocacy ( CX).
Let’s got into further details to get a deeper understanding of the differences between Voc and CX and how they are linked to each other. …
Whether your customer is the end consumer/user or not, every industry needs to try to improve its CX. It is true that delivering a memorable CX can be easier for some industries than others, especially the digitalized ones.
However, all the industries have to be aware of the CX benefits and try to prioritize improving the experience for all their customers.
If you want to lean more about CX in a post-COVID world, check our article here.
Only 3% of logistics and Supply Chain executives say current systems “fully support efforts to improve the customer experience” while more than 66% report existing systems do nothing to improve customer…
How can companies improve their customer satisfaction? While in small organizations it is relatively easy to track customer satisfaction, in larger companies, there are multiple touchpoints and a multitude of employees from different departments interact with customers on a daily basis.
All of them can be sources of customer satisfaction or dissatisfaction. In this case, the most reliable way to monitor and improve customer satisfaction is through the implementation of large-scale satisfaction management solutions.
But there are also other ways to increase customer satisfaction.
Show your customers that their satisfaction is your priority. The best way to find out what’s working well for them and what needs to be improved is by asking them directly. …
COVID-19 has highly changed lifestyles and decisions, including customer behaviour and experience. This change was immediate across different industries, countries and demographics.
With the spread of the pandemic worldwide, the customers’ needs and expectations are not the same anymore, especially that health and safety have become the priority of everyone.
Subsequently, the norms of the customer experience have also changed. What we used to consider as an amazing customer experience before, is no longer satisfying now.
Today, companies are obliged to look at things differently in order to be able to deliver a customer experience that fits the new COVID-19 standards. …
‘ Customer service’ vs ‘ customer experience ‘, both terms are used to manage every aspect of your business. The differences between the two terms are often confusing or blurred. So what are the actual differences between these two aspects?
“Excellent customer service is the number one job in any company! It is the personality of the company and the reason customers come back. Without customers, there is no company!”
Connie Elder, Founder & CEO, PEAK 10 SKIN
The term service refers to what happens from the human perspective and the support the customer receives. Customer service is provided by teams in contact with the customer who possess all the necessary skills, such as knowledge and patience. …
With everything that the world has been facing lately, the sales in different fields have been heavily affected.
The traditional sales strategies might not work anymore.
It’s time to innovate and implement a digital transformation.
Luckily, the existing tools are here to save your life.
The buyer persona is a semi-fictional representation of your ideal customer based on biographical and demographic data, psychological criteria, motivations, and objectives.
The buyer persona is not the representation of only one customer, because of course, the characteristics of a customer or individual are unique.
The buyer persona is a representation of your ideal client as a whole, for which you create a complete profile including his professional situation, goals, desires, needs, etc. …
You are undoubtedly familiar with the customer experience and you do not know how to manage it well or do you want to optimize this experience management?
We make your job a bit easier by having written an article that brings together 9 essential resources on this subject!
Rather simple, you will find 3 resources under 3 different categories (blogs, books and podcasts).
Experience management platform, Feedier is positioned as an expert in customer experience, collaborator or employee.
Feedier’s blog is full of resources, tips and reviews allowing you to use the best means to optimize your customer experiences. …
Creating a survey and receiving feedback from respondents is easy, analyzing and understanding the data is hard.
Using a feedback tool can make your life much easier. If you don’t knwo which on is the most suitable for your business, read our article “Top Feedback tools: A Features Comparison”.
In this article we will talk about 3 things that will help you easily understand your data and make the most of it:
The NPS question in a must in most surveys.
The Net Promoter Score is a customer satisfaction tool that measures whether customers are willing to recommend your company to others. …
After the Covid-19 pandemic and the global financial crisis, Black Friday 2020 is the perfect opportunity for you to boost your sales, especially online. Last year, Black Friday brought in $6.2 billion in online sales, a growth of 23.6% year over year.
However, the competition is fierce and basically, everybody is doing the same things: huge sales, attractive prices and lots of advantages like free shipping.
It’s particlarily tricky to stand out against the online giant Amazon.
The good news is that 85% of customers said they would be willing to pay up to 25% more to get a better customer experience. …