Tag Archives: Feedback

Businesses need to think differently about customer feedback data in 2020

Improving the customer experience and improve your business operationally means keeping up with the many ways customers communicate with you. Adam Dorfman on January 3, 2020 Contributor and SMX speaker, Adam Dorfman, thinks the customer feedback ecosystem is going to play an even more important role in the coming year for businesses looking to … Continue reading Businesses need to think differently about customer feedback data in 2020 →

The Importance of Regular Feedback

Feedback Management

Rob Press — December 26, 2019 In theory, we are all very aware of how important feedback is. In practice, the sheer amount of work we need to get through on a daily basis often prevents us from thinking about delivering and requesting feedback from others. With the workplace undergoing more dramatic and turbulent changes, … Continue reading The Importance of Regular Feedback →

How to Deliver Effective Feedback

Feedback Management

J. Kevin McHugh — December 4, 2019 A huge part of your job as a leader is to help people grow and succeed. Delivering feedback — both positive and negative — is a critical part of employee growth, and sharing feedback in a way the resonates requires a good deal of self-awareness and skill. For … Continue reading How to Deliver Effective Feedback →

Want to be a CX leader? Embrace more listening channels, collect and share customer feedback

User Experience

CX leaders in B2B industries routinely have a formal process in place to collect customer feedback and hold multiple departments accountable for their customer experience efforts, according to a recent report from Medallia. Amy Gesenhues on November 26, 2019 B2B businesses have as much to gain from an optimal customer experience strategy as B2C organizations, … Continue reading Want to be a CX leader? Embrace more listening channels, collect and share customer feedback →

This Isn’t Feedback: Telling Isn’t Trust-Building

Feedback Management

Tamra Chandler — November 10, 2019 In my first two blogs on this topic (blog one and blog two), I made the case that it’s time (actually, well past time) to fix feedback and realize the full positive power feedback can bring to us and our organizations. I offered a new definition of feedback and … Continue reading This Isn’t Feedback: Telling Isn’t Trust-Building →

This Isn’t Feedback: 4 Things You Think Are Feedback, But Actually Aren’t

Feedback Management

Tamra Chandler — October 28, 2019 For many of us, “feedback” is a dirty word that we associate with painful conversations, bias, politics, resentment, and self-doubt. Feedback certainly has a branding problem — a negative reputation we’ve collectively built one lousy experience at a time. It isn’t that we all set out with bad intentions; … Continue reading This Isn’t Feedback: 4 Things You Think Are Feedback, But Actually Aren’t →

Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience

Customer Experience

Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience by Laurie Sullivan @lauriesullivan, October 18, 2019 Hunter Douglas, a manufacturer and marketer of custom window treatments, found a new way to analyze customer communications to make better products and improve customer service by using “unsolicited feedback” from consumers. By analyzing customer service calls, call center … Continue reading Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience →

Marketer Uses Speech Analytics Feedback To Improve Customer Experience

Customer Experience

Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience by Laurie Sullivan @lauriesullivan, October 18, 2019 Hunter Douglas, a manufacturer and marketer of custom window treatments, found a new way to analyze customer communications to make better products and improve customer service by using “unsolicited feedback” from consumers. By analyzing customer service calls, call center … Continue reading Marketer Uses Speech Analytics Feedback To Improve Customer Experience →

How to Give Courageous Feedback That Gets Results

Feedback Management

Tobin Lehman — September 30, 2019 Follow @gonewnorth Giving feedback is hard. It’s especially hard when the feedback that’s required isn’t easy itself – when it pushes into areas that are uncomfortable or requires facing up to the fact of underperformance. But giving feedback is necessary, especially in executive roles; the difficult duties of direction … Continue reading How to Give Courageous Feedback That Gets Results →

Not All Feedback is Created Equal!

Feedback Management

Chris Conlin — September 19, 2019 — September 19, 2019 Product Owners have a tough job. I was in a Sprint Review recently where the Scrum Team had some stakeholders talking about an idea they thought was excellent. So, like any studious Product Owner, they immediately typed up the idea and added it to their … Continue reading Not All Feedback is Created Equal! →