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”
At Feedbackly we strongly believe that to be the best in your industry, you must consistently listen to your customers and make changes to suit their needs. Only your customers know exactly how they feel about your company and can provide the best insights into how your product could change their lives, steering you towards the ultimate goal of achieving strong customer advocacy and loyalty. This is where Feedbackly shines above the rest.
A top-quality, personalized service generally leads to great customer experience, which in turn makes it far more likely for your customers to recommend you to a friend. What better way to reach new customers than to have your own customers do it for you. And so with that in mind we decided to share our own NPS (Net Promoter Score) from the last 6 months to show what our customers think of Feedbackly, and to outline how their voice has shaped our company.
In short, NPS is a standardized way of measuring how likely your customers are to recommend your company to a friend or colleague. This is a good indicator of customer satisfaction and can be easily compared across industries. (For more details on NPS, check out our previous blog post HERE)
Continue reading “What Do Customers Think Of Feedbackly? Our NPS Score”
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”
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!”
Some of the most requested features from our users relate to managing statistics and adding more functionality to add statistical significance to their feedback data. Not only does this make your data more meaningful, it allows you to make more powerful business decisions (and be more confident in those decisions). Feedbackly is the only feedback tool that adapts to the skill level of the user, allowing you to go as deep into the data as you are comfortable doing. Continue reading “Question Sampling With Feedbackly”
When you create your first survey with Feedbackly, you have the option to choose from 8 different question types so you can most accurately collect customer responses. You can add as many questions as you’d like and in any order. Feedbackly users are most shocked at the fact that ALL question types are available to our Free-plan users.
Continue reading “8 Question Types You Can Add To Your Survey With Feedbackly”