{"id":8786,"date":"2024-05-15T12:03:17","date_gmt":"2024-05-15T11:03:17","guid":{"rendered":"https:\/\/thecxacademy.org\/?p=8786"},"modified":"2024-05-15T12:36:38","modified_gmt":"2024-05-15T11:36:38","slug":"feedback-to-action-transforming-customer-insights-into-cx-excellence","status":"publish","type":"post","link":"https:\/\/thecxacademy.org\/feedback-to-action-transforming-customer-insights-into-cx-excellence\/","title":{"rendered":"Feedback to Action: Transforming Customer Insights into CX Excellence"},"content":{"rendered":"

\"Feedback<\/p>\n

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Gathering and understanding customer feedback is crucial for the success of your business. It will give you insight into what your customers prefer and how you can improve your product, service, CX and ultimately your business performance. On top of this, it\u2019s a powerful way to act as a warning system for customer churn.\u00a0<\/span><\/p>\n

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Gathering customer feedback can be difficult due to survey fatigue as not all customers like to fill out surveys and answer long text questions. However, if you can show your customers that the time they put into providing you with their feedback is not going to waste then it becomes more successful. In short, if you take their feedback on board and improve your products or services accordingly it will increase the chance of them willingly giving you more feedback in the future.\u00a0<\/span><\/p>\n

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\"Bill<\/p>\n

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How to collect feedback?<\/b><\/h2>\n

This post takes you through how to implement\/use the feedback from your customers. But first, you need to gather it.\u00a0<\/span><\/p>\n

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There are many ways to collect customer feedback.<\/span><\/p>\n

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Surveys<\/b><\/h4>\n

This is the most common way of collecting feedback. It\u2019s easy to implement and get clear data that you can understand in minutes. This is usually done through an outbound email or a follow-up after every interaction.<\/span><\/p>\n

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Getting your survey right is important as we can get carried away with asking questions that are not going to bring us valuable information.\u00a0<\/span><\/p>\n

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This is why clearly defining your goal, and why you need this information is vital. Otherwise, your survey may get ignored or your email may get marked as spam. It is also why <\/span>\u2018only 9% of people<\/span><\/a> take the time to answer long surveys thoughtfully and nearly 70% say that they have abandoned a survey before finishing it\u2019.<\/span><\/p>\n

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If you\u2019re not sure exactly what you want to achieve with the survey, go back to the basics and focus on CXi metrics, CSAT & NPS & Net Easy Scores which correlate directly with customer experience.\u00a0<\/span><\/p>\n

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Social Media\/Google Reviews<\/b><\/h4>\n

Social media is the place where potential consumers get their opinions of your brand. Why? Because this is where they will get the most unfiltered feedback and reviews of their experience with your brand.\u00a0<\/span><\/p>\n

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You can use this feedback to gain a better understanding of the general public feelings about your brand or organisation and their needs and wants.\u00a0<\/span><\/p>\n

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Social Listening tools will help you monitor and track keywords, hashtags and mentions across multiple platforms, providing you with real-time customer feedback.\u00a0<\/span><\/p>\n

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Widgets\u00a0<\/b><\/h4>\n

A website feedback widget is part of your website, software or application that is available to your customers throughout their customer journey so that they can provide you with instant feedback. Essentially it allows your customers to notify you of any issues, suggestions or improvements they may have regarding the UX\/ UI, the specific step where they are at in the customer journey or the product itself.\u00a0<\/span><\/p>\n

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Feedback Widgets help you collect feedback to guide your:\u00a0<\/span><\/p>\n