Improving customer experience is fast becoming one of the most important strategies for businesses. In fact, Gartner reported that:
“By 2018, more than 50% of organizations will implement significant business model changes in their efforts to improve customer experience”
Most CEOs now agree that improving customer experience is vital to their company’s success, but often forget that their employees are the key ingredient to making those improvements. Customer experience strategies require a far wider variety of process changes than most CEOs generally consider, leaving a chinks in the armor of their organization.
One such process, which is often omitted from customer experience models, is the “employee experience”. In this blog post we will explain how employee experience can boost your CX plan, and highlight how feedback can be used to strengthen your strategies.
Continue reading “Use Feedback To Boost Your Employee Experience”
Feedbackly is an all-in-one customer feedback tool designed to auto-measure your entire customer journey and is the only multichannel feedback platform with in-built sales and marketing tools.
We believe that listening to customers should be the norm in every organization – And what’s more, it should be easy. So in the spirit of making things simple, we created this video tutorial series to quickly take you through each step of creating and optimizing your Feedbackly account and to help you to become an industry leading customer experience expert.
Continue reading “Video Guides: Create, Optimize And Use Your Feedbackly Account”
The Feedbackly kiosk is a sophisticated iPad based device that is currently being used in over 300 customer locations, collecting valuable customer feedback data for leading customer-centric businesses all over the world. With features like customer satisfaction surveys, open ended response capabilities and a unique ‘upsell’ iPhone competition, the Feedbackly kiosk is truly one of a kind.
Once you have a Feedbackly Kiosk installed in your store, the next step is to learn how optimize your station and get the most out of the service. It is not only important to understand the key features but to also pay particular attention to the location of your device within your store or service area. Carefully picking the location for your device is a great way to receive even higher levels of customer feedback and grow your overall customer experience.
Here are our top tips:
Continue reading “Location, Location, Location. Where Do I Put My Feedbackly Kiosk?”
2017 has drawn to a close, a brand new year is upon us and so it’s about time we started to look forward to the exciting new possibilities for Customer Experience trends for 2018. We will take a look at what is most likely to happen with CX measurement over the coming months and give some insights into how they will shape the world of customer experience.
Firstly, lets start by saying that there will likely not be any HUGE changes to last year’s trends but rather we will see old trends becoming even stronger. 2018 will see the overall rise in popularity of customer experience, with a particular focus on personalization, multichannel and the customer journey. The growth of customer experience globally this year will be heavily reliant on C-level awareness, which means that top-level executives and company leaders will be placing a much stronger focus on increasing the customer experience and monetizing their customer journey.
Here are the customer experience trends for 2018!
Continue reading “Customer Experience Trends In 2018”
You asked for it, so we made it! It’s as simple as that. Many of our users have been requesting a way to directly communicate with their customers without leaving the Feedbackly dashboard. You can now send SMS messages or emails to your customers quickly and easily with the feedback inbox!
Assign feedback to specific user groups, and mark issues as processed to keep track of your customer support efforts. All while collecting crucial data necessary to improve your overall customer experience. Not only can the feedback inbox help you retain customers in the short term by fixing urgent acute issues, it will also help you retain customers in the long term by enabling you to provide a consistently positive customer experience. Continue reading “Introducing the Feedback Inbox”
Feedbackly allows you to configure automatic email notifications which can be triggered by the feedback you receive. This means that you can monitor all of your surveys for negative responses and act immediately to resolve problems when they arise. This works for all question types. You can set notifications for specific keywords in an ‘open question’ response like ‘terrible’ or ‘horrible’. This will notify you when somebody writes a response using those words. You can also send notifications based on our ‘smiley’ question type. For example, get notified when a respondent selects the red or orange smiley, but not the yellow, light green or dark green. You can combine any number of these conditions in order to get more specific segmented notifications. Continue reading “We’ve improved our employee notifications feature!”
A useful feature in Feedbackly is adding metadata to the feedback you collect. This enables you to segment feedback, identify users with their id’s, add transaction details like sums, or whatever you can think of! Adding metadata to your surveys gives you more control over customer data and gives you the opportunity to organize your customer feedback into more narrow customer segments. Survey metadata will show up as extra fields in the feedback list which can be exported as CSV, PDF, or XLSX. Continue reading “Add Metadata To Your Feedbackly Surveys”
With Feedbackly, you can create surveys using any one of our 8 question types. One of the most useful and versatile types is the ‘word choice’ option. This is one of the more traditional question types that has been used in customer surveys for decades. With Feedbackly’s Q3 2017 product release, we are giving our users the ability to enable respondents to choose multiple answers in one question. This opens up unlimited opportunities when combined with our ‘question logic’ feature. You can customize your surveys to react to any combination of responses, including multiple choice questions. Continue reading “The Possibilities of Multiple Choice and Question logic”
There’s a lot of buzz right now about customer experience (CX), and why it’s the next big thing for companies to differentiate themselves in a competitive market. But what are people really saying? By dedicating themselves to a better customer experience, companies can reap many benefits including higher revenues and retention, happier employees, more recognition, and a chance at thriving even when their industry is not. Examples of these companies are seen all over business magazines and they line the business bookshelves of the world. Southwest Airlines, Starbucks, and Whole Foods Market are revered icons of this paradigm. So how did companies like these mold themselves to become models of great customer experience?
Continue reading “Why Is Customer Experience So Important To Measure?”