Tag: Voice of the Customer Program

LANtelligence CCTR Insider: Why Leaders Don't Act On Unstructured Feedback

It can be incredibly hard for leaders to organize and act on unstructured feedback effectively. Without the right processes and technology in place to capture and structure the random comments we hear from customers (via our front-line employees), it’s not possible to act on this information effectively even if we’re well aware of it.

LANtelligence CCTR Insider: Why Agents Don't Share Unstructured Feedback

Unstructured feedback is the next great frontier in customer experience management, but the disorganized nature that gives the term its name makes it difficult to take full advantage of the goldmine.

LANtelligence CCTR Insider: Solutions to Maximize Unstructured Feedback

When we receive feedback in a disorganized way, it’s up to those capturing the feedback to give it some structure. Most employees haven’t been trained and don’t know what to do with these kinds of suggestions.

Check the Box: Making Customer Experience Surveys More Actionable

Having a customer satisfaction survey doesn’t mean you have insight into what frustrates your customers. Not all follow-up questions are created equal. If you’re not careful, asking the wrong follow-up questions can degrade the survey experience and the entire customer experience.

Mixed Messages: Your Feedback Is Important, But We Don’t Have Time To Listen

Companies beg us to take their surveys, but what happens when customers beg for help? Many surveys conclude by telling customers that the company cannot respond to each customer individually. Customers are often directed to contact the company in another way, if they’re experiencing a problem that requires assistance. In essence, they’re saying, “thank you ...

Why Most Surveys Suck

Let’s be honest, most surveys suck. When was the last time you said, “Wow! That was a great survey experience,” as a customer? I’ve never heard those words. I know for a fact that surveys can improve the lives of experience managers and customers alike, and there’s no shortage of data, expert advice, and consultants ...

What Comes Before “The One Number You Need To Grow”

About six months ago, the survey that I’ve been working on for almost two years went live. It’s the first step toward revitalizing our Voice of the Customer program. In the beginning, I recognized that capturing actionable data will be very challenging and essential to gain traction. The old survey had been stagnant for about ...