Posts

Showing posts from February, 2022

10 Best Customer Feedback Tools leading in 2022

Image
  Customer feedback plays an important role in enhancing your services and products, improving growth, and serving an all-around excellent user experience.  But you have to put effort into understanding the emerging customer insights and make the required improvements possible.  Customer feedback tools make this process easier and way more effective.  So, what is a customer feedback tool? A customer feedback tool is software built to help you create and distribute customer feedback surveys to gather feedback, analyze insights, and act accordingly. A well-designed customer feedback tool will have important features like NPS surveys, CSAT surveys, text and sentiment analysis, omnichannel feedback, great support, and so on. There are many kinds of customer feedback tools offering multiple features. Choose the right one depending on your business goals and needs. No matter what tool you pick, it should help you better understand customer experience and improve it. But, h...

What is Customer Experience software?

Image
What is Customer Experience? How a customer perceives your brand throughout their buyer journey is called Customer Experience. It is the sum total of all the interactions and experiences your customers have with your brand.  Improving customer experience can help you, Boost customer loyalty Increase customer retention Encourage word of mouth and referrals Optimize cost of acquisition  Enhance brand awareness  But how can you do it?  How can you improve customer experience? For that, you require Customer Experience software. What is Customer Experience software? A customer experience software or customer experience management software (CEM) is the one that helps you manage your organization’s interactions with your current and potential customers efficiently.  How? It listens to your customers’ voices, helps you identify experience gaps, analyzes customer responses, improves customer interactions, enhances customer service, and does a lot more. Basically, custome...

10 Best Medallia Competitors and Alternatives of 2022

Image
Medallia is an ideal tool that pushes the limits of conventional customer feedback tools. It helps you gather feedback through surveys and offers a variety of useful features. However, just like other tools, Medallia also has some setbacks.  So, if you’re looking for a cost-effective tool with better features and fewer drawbacks, then you’ve come to the right place. Because here, we are talking about why people are switching from Medallia competition and what are some of the best alternatives of Medallia.  So, why are people switching to Medallia competitors? From clunky features to high costs, there are many reasons that justify why people switch to Medallia competitors.  Here are the main disadvantages of Medallia that make people look for better customer feedback tools.  Medallia’s  service model  doesn’t offer any ownership over the platform. This forces businesses to engage with a dedicated Medallia Project Team to make surveys, edit surveys, etc. And ...

What is a Good Net Promoter Score?

Image
  What is a Good Net Promoter Score? Net Promoter Score is a standard customer experience metric that enables businesses to gauge their customer retention and loyalty. In simpler terms, the metric measures the willingness of the customers to recommend your brand to their family or friend by asking a simple question –  → How likely are you to recommend us to a family or friend? This question is answered on an 11-point rating scale, ranging from 0 (not at all likely) to 10 (extremely likely). The respondents of these questions are divided into three categories called Promoters, Passives, and Detractors (which we will discuss later) based on their responses. But is your NPS good or bad? Let’s get into it. Click to read more:  https://www.surveysensum.com/blog/what-is-a-good-net-promoter-score/

7 Survey mistakes that drive customers nuts

Image
Yesterday I got a survey from a company about a recent support call. The call was great, I remember. So I thought, Why not? Let’s go ahead and give positive feedback! But when I opened the survey, I no longer wanted to answer their questions. Why? It was a never-ending survey, asking too many detailed questions, and I had to answer ALL THE QUESTIONS to complete the survey. Well, I skipped it entirely! This is what is wrong with many surveys.  Creating surveys is not about just Googling the questions and pasting them in a survey. There are certain unsaid rules to it and you should avoid making certain mistakes Click to read more:   https://www.surveysensum.com/blog/survey-mistakes-to-avoid/

7 ways to fail at NPS Survey

Image
  Recently, I received an NPS survey 15 minutes after I bought the product! I haven’t even used it yet! I don’t even know how useful it’d be for me! It might be a great product, but I don’t know it yet.  So, 15 minutes after the purchase is certainly NOT the RIGHT TIME to send an NPS survey! And there have been many such instances where companies make major mistakes while sending NPS surveys. While everyone talks about what to do when sending an NPS survey, I thought let’s talk about WHAT NOT TO DO! So one day on Twitter, I asked my fellow CX Leaders in the CXQOTD – “In your experience, where have you seen the worst NPS survey designs?” Click to read more:   https://www.surveysensum.com/blog/7-ways-to-fail-at-nps-survey/

6 Super-Effective Steps to Analyze the Responses of your NPS Program

Image
If you have landed here, I am sure you already know what NPS aka net promoter score is. NPS is a business metric that helps you gauge customer loyalty by asking a simple question, ‘How likely are you to recommend us to a friend or colleague?’ While this has been widely used in organizations, some brands only focus on increasing the score. And when it doesn’t work they believe that it has been outdated!  But  NPS is not just a score to increase,  it is a system that helps you identify the gaps in your customer experience. And for that, the loyalty question is not enough! You need to focus on its follow-up question because that is where the gold is! Click to read more:   https://www.surveysensum.com/blog/steps-to-analyze-nps-program/