Uncrowd
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An example of how absolutely good intentions within retail teams can undermine feedback metrics to the point of uselessness.🙂 Good intention:Send a survey email within 24 hours of the transaction.⛔ Problem:Human memory begins to be inaccurate within a few minutes, let alone 24 hours. Most feedback will be accurate, but some won't, and you don't know which is which.🙂 Good intention:Explain to the customer how our scoring system works - only a 5 is positive.⛔ Problem: "It's a 50/50 scale" was how one of our Dev team described this pic. Few people want to land a staff member in trouble, so if they bother to respond at all they're more likely to give a 5 even if there were minor issues in their experience. The data is skewed and minor issues (easy fixes!) are missed.🙂 Good intention:Specifically ask customers to rate us 5 if they were generally satisfied, because that's how our system works.⛔ Problem:Asking customers to pick the highest number may be good for the store team reporting high NPS scores, but makes the general data for the retailer useless. 🙂 Good intention:Ask customers to tell us about problems so we can fix before they give negative feedback.⛔ Problem:Fixing customer issues is great, that's what we're all here for, but what's the point in collecting feedback scores at all if your aim is only to collect positive scores? There's no commercial benefit in an exercise in internal back-patting.🙂 Good intention:Make our feedback mechanism as simple and quick as possible, just a 1-5 scale.⛔ Problem:What can a CX team do with this data, company-wide? If scores are high, how do they know what frictions in their CX were missed? If scores fall, how do they know what to change to improve things?The answer to problematic data-collection like this is not to stop collecting data on your CX, it's to collect 👉 different data 👈 . Uncrowd's mission is to help retailers discover the alternative - reliable observational data on the CX environment that doesn't involve telling customers what number to pick.
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Mike Cooperman
Co-Founder andChief Marketing Officer, SoCal Approach Research and Marketing
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We often get asked whether or not companies should respond to reviews. Jamie Oldershaw has some great thoughts that not only apply to car dealers, but to all the businesses we touch. Authentic, public responses demonstrate best-in-class business operations. #customerengagement #customerinsights
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Cars Commerce
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Jamie Oldershaw got SERIOUS about review responses at NADA, because he's seen the data. Only 40% of dealerships are actively responding to their customer reviews. Jamie is determined to get this number (way) up because responding to customer reviews is essential for local dealerships to: 💜 create loyal customers💪 improve their experience from feedback👀 and show potential customers how they can expect to be treated Are you part of the 40%, or are you ready to lead the change? If you're not sure how your dealership measures up, we can help you monitor and improve each aspect of your customer experience — including your review response rate.👉 Get your Experience Report: https://lnkd.in/gZgBvpu9#AutomotiveIndustry #OnlineReputation #DealershipSuccess
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Kim Dickson DipPFS CeMap
To ensure my clients have a Financial Life Plan which works alongside and supports their future goals and aspirations.
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It's a real compliment when someone takes the time to give us feedback on how we did - thank you!We love getting customer feedback. It's how we know we're doing something right, and if we're not, we can look to put it right! https://lnkd.in/e3Jgxey#richardsonhewittfinancialplanning #financialadvice #fivestarreview
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Paul Hewitt DipPFS CeMAP
I specialise in Investment Planning, Inheritance Tax Planning, Business Protection, Wealth Protection, Pension Planning and Mortgages.
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It's a real compliment when someone takes the time to give us feedback on how we did - thank you!We love getting customer feedback. It's how we know we're doing something right, and if we're not, we can look to put it right! https://lnkd.in/dvRhDYR#richardsonhewittfinancialplanning #financialadvice #fivestarreview
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Meaghan McCormack
Client Executive at Hi Marley
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What Drives Customer Satisfaction Scores himarley.comMy colleagues at Hi Marley analyzed nearly 25,000 1-and-5-star customer survey responses from 50+ P&C #carriers. These #whitepaper findings reveal the biggest drivers of optimal and sub-optimal #claims experiences.
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Grace Beverley
CEO & Founder at TALA & SHREDDY | Forbes 30U30
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During Retail Week Live we discussed why staying close to your customer isn't just about customer research. Knowing why it is important to talk to your target customers and what you can do to ensure the customer is at the centre of your product.
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Jessica Dias de Oliveira
Sr Demand Generation Manager @ Hi Marley, the Leader in P&C Conversational Claims 📱
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What Drives Customer Satisfaction Scores himarley.comMy colleagues at Hi Marley analyzed nearly 25,000 1-and-5-star customer survey responses from 50+ P&C #carriers. These #whitepaper findings reveal the biggest drivers of optimal and sub-optimal #claims experiences.
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Rebecca Jacobs
Operations & Workspace Management, Executive Level Assistance
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What Drives Customer Satisfaction Scores himarley.comMy colleagues at Hi Marley analyzed nearly 25,000 1-and-5-star customer survey responses from 50+ P&C #carriers. These #whitepaper findings reveal the biggest drivers of optimal and sub-optimal #claims experiences.
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Meaghan McCormack
Client Executive at Hi Marley
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What Drives Customer Satisfaction Scores himarley.comMy colleagues at Hi Marley analyzed nearly 25,000 1-and-5-star customer survey responses from 50+ P&C #carriers. These #whitepaper findings reveal the biggest drivers of optimal and sub-optimal #claims experiences.
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MarketSource Inc.
37,682 followers
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Implementing video chat to promote your brand to retail customers is easy, and the results in terms of customer sales and satisfaction are powerful. Here's what you need to know >>https://lnkd.in/gitEm7K3
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