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We are going to start with a typical scenario today. You receive negative feedback from customers complaining about your delayed delivery service. For businesses,…
In an era where customer experience is a key determinant in building a firm’s success and boosting growth, businesses are on the constant lookout…
If there’s one industry that was heavily disrupted during the pandemic, it is retail. Many retail businesses have lost while others have managed to…
IVALO.COM boosted their NPS by a magical 41% and doubled the customer retention rate only during the time of 6 months. Feedbackly had a chance…
In this digital age, when there are many online platforms for customers to review businesses, feedback can be both an asset and a liability….
Are you disappointed in your CX program because it hasn’t been able to deliver the expected results? It could even be frustrating, especially if…
Feedback surveys are important resources that help businesses assess the quality and success of their Customer Experience (CX) program. But, you cannot use all…
Statistics show that companies with a CX-centric mindset drive higher revenue of 4-8% than their counterparts. There are many more studies that prove customer…
Net Promoter Score (NPS) essentially measures the likeliness of customers to recommend your business to others. The concept first appeared in 2003 in the…
Customer feedback is one of the best resources for a business to fine-tune its Customer Experience (CX) program as it directly projects what customers…
When a brand improves the customer experience, they’re likely to see repeat customers and increased patronage. According to several surveys, loyal customers are five…
Professional CX courses are one of the best ways to understand CX and apply it to your business. You get the opportunity to learn…
In one of our latest articles, we discussed strategies to attract customers with a strong Customer Experience (CX) program. But, you would already know…
Emotions have been taking over marketing and the position to be the main driver of our purchase behavior during the past decade rapidly. Today,…
One of the biggest mistakes measuring CX I run with our clients and also companies, in general, is that business people think that “NPS…
The ultimate motive of any business is to have a strong customer base that helps it grow, thrive, and compete in the market efficiently….
Many of our previous articles discussed the customer journey mapping and its importance to understand the customer-brand rapport and improve customer experience accordingly. The…
To this point, we have been living in the world of simplification. And to be honest, we still do and that is a good…
Not many customers prefer to spend a great deal of time answering long surveys. This is why microsurveys have become very popular. Microsurveys, as…
SMEs are upcoming enterprises that have a long journey ahead of them. With many competitors in the market and limited resources at their disposal,…
Your customers are the reason for the existence of your business as well as its success. So, providing an excellent customer experience should be…
Just some time ago I created a post “Qualtrics but better!” and some of the readers commented back, but what about Medallia? Well, that…
In our previous post, we addressed the importance of mapping out the customer journey(s) of your business in order to understand your customers and…
If businesses want to provide a stellar customer experience, they have to understand the customer journey of their clients first. Jaakko Männistö, in his…
Does your business invest in CX? Every year hundreds of CX and marketing professionals like you take the survey to help the industry to…
From time to time our customers and people ask me what is the thing that makes you different and better for your customers than…
As a startup owner, you would have to wear many hats, bearing many responsibilities. So, when someone brings up the topic of CX management,…
Here at Feedbackly, we specialize in automating collecting customer feedback data and making it to good use. This way we are also huge friends…
Despite its popularity, many assume Customer Experience (CX) as a superfluous strategy only meant for companies that can afford quality resources and analytical tools….
As a CX professional, you would be aware that customer experience is an indispensable aspect of an organization. But, if the upper management considers…
The eCommerce industry experienced a massive surge in sales during the pandemic when their brick-and-mortar rivals had to shut down. It will continue to…
Why Is Employee Experience So Important? “To win in the marketplace, you must first win the workplace” – Doug Conant, Former CEO, Campbell Soup….
The concept of Customer Experience (CX) and its importance has always lingered around, but its popularity in the business arena arose in the recent…
Placing the customer at the heart of your business is easier said than done. If you are to tap the true sentiments of your…
Customer Satisfaction Score (CSAT) is an indispensable CX metric for businesses that focus on keeping their customers delighted all the time. While CSAT is…
If you are just starting off with a Customer Experience (CX) program for your brand, you would know the importance of using CX metrics…
For businesses, every purchase is a vote from their customers, endorsing their brand and products. Therefore, customers have always been and will always be…
Ever since Feedbackly was introduced in 2012, it has become a transformative platform, helping businesses to thrive in the market and grow with valuable…
The role of banks as the mediator between people and their financial needs have only amplified in the recent past. But, as much as…
In today’s customer-centric business world, prioritizing customers’ perceptions of your business has become more important than ever. The good news is that an increasing…
Insurance touches a lot of aspects of a customer’s life, yet it is also one of the industries that are struggling to win customers….
Every business offers some kind of customer experience to its clients, and it greatly depends on how the brand treats its customers and its…
Any business can be prepared to invest in Customer Experience (CX) in the motive of enjoying its benefits and supporting the growth of the…
Today, customers are hunting for convenience and ease. They are no longer ready to go through a time-consuming buyer journey to get hold of…
Before the pandemic, grocery retail was one of the thriving sectors catering to the daily needs of consumers. Even during the pandemic, and at…
Although Customer Experience (CX) is a mature concept, it’s recognition as a standalone field with separate strategies and practices is relatively new to the…
There’s no doubt that the field of eCommerce is growing at an unprecedented rate at present, with more and more startups kickstarting their entrepreneurial…
Although CX has been repeatedly indicated as a top priority in the business industry at present, the statistics present a different story. While companies…
If you are in retail, you are in the front-end of the business industry –the closest to customers. But, then again, you are not…
The global pandemic, COVID-19 has subjected global activities to a lot of changes. As businesses are beginning to brace the new normal, it’s important…
As an indispensable component of the health sector, the cus is rapidly developing with the advancements of technology. With the growth, pharmaceutical companies are…
A decade or two ago, customers were hunting for fabulous products. But, it’s no longer the case. Today, they look for unique experiences and…
Customer Experience (CX) has begun to impact more and more industries as of recently, and insurance is one of them. As an industry that…
Every business is a customer-centric business because every corporation functions with the aim of serving the customer. But, how well does the importance of…
Mapping the customer journey is a key element in every Customer Experience (CX) strategy across all industries. Essentially, a customer journey outlines all the…
Running a service business in a competitive arena is not easy, and you have to utilize every measure possible to generate sales and grow…
The retail industry can massively gain from customer experience because of its close-bound relationship with customers. This is especially true for stores that have…
While the eCommerce industry has definitely gained momentum over the past decade, it still has a long way to go. It is true that…
Social media has proven to be a powerful and indispensable tool for businesses at present. It has changed the conventional ways through which brands…
An online presence can be both a curse and a blessing to business. That’s the hard and bleak truth. If you pay enough attention,…
Customer pain points are various problems your clients experience with regards to your brand and the product. In one of our previous articles, we…
As the leader in your organization, you might be paying a lot of attention to customer experience. You are aware of its true potential…
For a ship to sail in the right direction and reach its final destination, it needs a good captain. But that’s not enough. The…
Conventionally, the competitive advantage of a business organization was focused on price product differentiation. But, with the myriad of choices available for the customer…
Identifying Common Customer Pain Points In a perfect world, there would be perfectly happy customers and businesses. But, the world we live in, every…
CX Professionals know that well-developed customer experience can have a positive impact on the business as a whole. Forrester writes how CX can increase…
Customer Experience is not something that can be studied at universities, or at least not in many. And it is not something that has…
As a CX professional, you are responsible for the whole organization in a way. It might sound weird but simply put, if your company…
During the past few weeks, remote work has increased rapidly as people have had to switch to working from their homes. Many of the…
The world is going through an unprecedented and rapid change due to Coronavirus (COVID-19). Businesses are being forced to take extreme measure in order…
This story is ongoing and all information is up-to-date as of March 17th, 2020. The information in this article does not apply to regions…
Do understand the KPIs that you’re measuring? Think about that question for a few seconds. Most people would answer, “Yes of course, why else…
Net Promoter Score® (NPS) is an industry standard for the customer experience industry. It’s as simple as subtracting the percentage of detractors (scored 0-6)…
How do you create an effective customer experience strategy? It’s definitely not a short-term plan. Building a CX strategy takes effective planning, management of…
We’ve recently launched CX Academy, our 8-part CX certification course aimed at giving you a crash course in the basics of building a customer…
Customer experience (CX) and employee experience (EX) go hand in hand. It’s a classic ‘chicken or the egg?’ scenario, and it’s still debated whether…
We’ve come a long way from the standard 9–5 office job of the 20th century. Coworking spaces now allow employees to work anywhere, anytime,…
It should come as no surprise that the world of customer experience is in a constant state of change. Some ideas become fads, some…
There are as many approaches to customer experience as there are professionals in the field. But when talking about the cornerstones, we’re explicitly referring…
It has become a tradition for us to map out the coming year from the perspective of customer experience trends. In 2020, we will…
Changes in technology have created a new business ecosystem where the most successful businesses are growing a lot faster than ever before. In other…
Every company wants to be showered with praise. Feedback is an essential part of modern business. Having a majority of good reviews will make…
Happiness As A Core Need Happiness is a core need of our human existence. Our purchases and interactions with businesses happen on a daily…
Experts predict that as early as 2020, close to 85% of customer service interactions will be automated. As artificial intelligence (AI) is slowly…
The rapid growth of digital innovation has not only impacted the customer experience, it has also changed customer expectations. This is reflected in a…
Your customer’s journey is always unique from other companies and A customer journey map is like a puzzle. Every touchpoint slots into your customer…
A customer journey map is like a puzzle. For eCommerce, this puzzle can be very complex or it can be very straightforward – but…
One of the great dilemmas of building a successful company is knowing that your customer experience strategy is important, but not having the numbers…
Customer journey will be reborn and start breaking down silos By now, the concept of customer journey has been known for a quite some…
Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more quickly becoming…
Imagine this: You’re doing everything you can to grow your business. You’ve redesigned your website, you’re sales team is working hard, and you are…
If you want to build a customer experience strategy, it needs to be built on strong foundations which are robust enough to evolve and…
Businesses use customer segmentation to group customers and potential customers into categories (segments) based on similar characteristics. Those characteristics can be based on demographics,…
It’s a great time to shop online. Supply chains are becoming more efficient, shipping methods are getting cheaper, and now more than ever people…
The eCommerce Customer Journey encompasses all of the different touchpoints where a customer interacts with a company, product or branding online. These touchpoints include…
A customer journey map is an essential tool that affords companies the opportunity to understand the state of their organization’s customer experience by outlining points…
Customer journey mapping is a hot topic in the world of customer experience (CX). It is a powerful tool that enables companies to monitor…
This concept of the “customer journey” is probably familiar to most of you who are reading this, but it likely holds no more meaning…
What Is The Customer Service Gap? The customer service gap, and in particular the customer expectation management gap (outlined by Parasuraman et al, 1985) is…
Angry customers can be loyal customers too… Well, not if they stay angry. Just because a customer is irate or frustrated with your company…
A compilation of tips and tricks for anyone who aspires to be at the cutting edge of customer experience management
A Crash Course Guide In Customer Journey Strategy Everything you need in one beautifully designed eBook.
A customer journey map is like a puzzle. Every touchpoint slots into your customer journey, building each stage bit by bit to reveal the…
Improving customer experience is fast becoming one of the most important strategies for businesses. In fact, Gartner reported that: “By 2018, more than 50%…
The Feedbackly Terminal is a sophisticated iPad based device that is currently being used in over 300 customer locations, collecting valuable customer feedback data…
At Feedbackly we strongly believe that to be the best in your industry, you must consistently listen to your customers and make changes to…
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…
Christmas is just a week away and we here at Feedbackly couldn’t be more excited! Christmas lights are glowing at every street corner, the…
We get alot of feedback from our users who want to learn best practices for using the Feedbackly dashboard. We realize that most people…
Some of the most requested features from our users relate to managing statistics and adding more functionality to add statistical significance to their feedback…
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…
The biggest mistake that a customer service manager can make is assuming that anecdotal evidence is sufficient in properly identifying the overall satisfaction of…
One of the hardest things to obtain from the company’s perspective is useful customer feedback. Yet, customers are often only too eager to provide…
The single most important reason new products and services frequently fail to find massive commercial success is the misunderstanding of the core difference between innovation and invention.
Over the past few decades, there has been research at length about the value of optimizing your customer touch points and how important it is to get your customer – facing workers the tools and information they need to provide a better customer experience.
It is hard to find a company these days that does not want to listen to its customers. However, only a select few have truly mastered this art. One of the most common mistakes we see is only focusing on negative feedback or detractors in the Net Promoter Score terminology.
There are so many different customer survey creation platforms available today, so why choose Feedbackly? In short, there is nothing seriously wrong with the…
When Feedbackly was initially built the founders knew they wanted to grow and flourish the company in a very open way. We always thought…
This article clarifies what an upsell is and how you can utilize it to profit from anything your sell…or give away.
There’s a lot of buzz right now around customer experience, but what are people really saying about it? By dedicating themselves to a better…
All great sales representatives and marketing managers worth their salt know the significance of feedback and how it helps them with future sales.
Getting customers is hard so why not try to keep the current ones even longer? Keeping them should be easier than getting new ones….
We are regularly asked what kind of website feedback we should be asking for in user surveys and polls. Our answer: it differs. The…
Whether your business is an online store or a storefront downtown, providing excellent motivation for your staff will determine if you succeed in the long run.
Most eCommerce sites are run by data and hard analytics based on what their visitors have done on the site. This is of course very important. However, have you ever thought that the behavioral side doesn’t tell you everything?
Analyzing the qualitative feedback is truly a challenge. It is time consuming and given with the quantitative feedback, it has to be taken together with it, even while analyzing.
Data, data, data – it is all about data nowadays. Still too often we tend to forget that it is not about the data, it is…
In the world of data, Net Promoter Score or NPS has risen to be one of the most used metric to measure customer experiences.
Planning and analyzing a customer satisfaction survey are two major aspects in your daily business. These two factors, when combined could substantially contribute to…
With Feedbackly, companies can gather feedback from their customers in all potential touch points from bricks-and-mortar stores to eCommerce sites and even email and SMS.
As we want to help you to make most out of our service, we’ve created Customer Experience Academy to guide you through the essentials….
As we want to help you to make most out of our service, we’ve created Customer Experience Academy to guide you through the essentials. This…
Do you know when your customer leaves satisfied or when there is a high risk that the negative feedback starts to spread on social…
What is 360-degree feedback? 360-degree feedback is a tested method of improving productivity and job satisfaction. Responses to a questionnaire usually provided via the…
Measuring total customer experiences from all touch points, rather than “assuming customer satisfaction” and sharing this information company-wide allows you to implement and execute upon strategies for future success.
More organizations are utilizing online surveys as a method of capturing satisfaction feedback from their customers. Propels in innovation in the course of recent…
We are not the kings of our customers anymore. The tables have turned and nowadays the customer decides how to communicate with the companies…
It is always the hardest part is to get started! For that reason we have put you together a cheat list to start! Here…
