customer feedback
Give Them Help Before They Yelp
Shep Hyken | July 13, 2022
By Shep Hyken Online reviews can work in two ways. For a company that provides a great customer experience, reviews can add credibility and bring in more business. But for companies that don’t provide an acceptable experience, online reviews can become the bane of their existence. And the world gets to watch how they handle the problems. But what if you don’t have the type of business that gets Yelp or Google reviews? It doesn’t matter what type of business or industry you’re in. You are not immune from bad reviews. There is a forum for every industry where customers talk. It may not be as public as Yelp, but it’s the plac...
Stop Sending Me Surveys Unless You Care What I Have to Say!
Shep Hyken | January 26, 2022
By Shep Hyken I’m getting survey fatigue. But it’s different than it used to be. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. We’ve covered survey length before, and that’s not what this is about. This time I’m talking about being fatigued, as in sick and tired of getting so many surveys. It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., etc....
Feedback Bribery
Shep Hyken | November 24, 2021
By Shep Hyken To what extent will a company go to try to get customer feedback? Is it a simple email request? Is it an incentive to fill out a survey? And, if there is an incentive, can that skew the results? One of our faithful subscribers sent in a question. At the end of a project with a customer, she sends an email requesting the customer take a short survey. She said that she gets a very low response rate. So, she sends another. Then another. On the fourth try, she writes, “Do you like coffee? My treat!” She says that she gets a response to that almost every time. Her question to me was, “Is this a form of bribery, ...
CustomerCount® Cloud-Based Customer Feedback System Builds Greater Trust Between Customers and Brands
CustomerCount | July 1, 2021
INDIANAPOLIS, IN – July 1, 2021 – Bob Kobek, President of Mobius Vendor Partners (MVP), creator of the CustomerCount® online feedback management system and Scott Frey, CEO of PossibleNOW have announced an intent to integrate the MyPreferences consent and preference management platform into a new CustomerCount enhanced service. This service will be offered as a part of the CustomerCount pre-check in survey. [caption id="attachment_222028" align="alignright" width="300"] Bob Kobek[/caption] CustomerCount collects, measures and reports customer feedback through branded, customized online surveys. These surveys are formulated ...
Would You Please Leave a Review About Your Experience?
Shep Hyken | July 8, 2020
By Shep Hyken Getting customers to review their experience with you is powerful. Before they make a purchase, go to a restaurant, stay at a hotel and more, many customers do online research, which leads them to reviews that help form their opinion of products or services they want to buy—or even the company they want to buy it from. Nothing new there. How do you get reviews? Well, the easy way is to ask for them. By the way, I recently interviewed Rupesh Patel on Amazing Business Radio, and he shared the “secret sauce” on how he gets amazing guest reviews for his hotels—and his recipe can work for any business. I suggest gi...
CustomerCount® Adds Extra Level of Protection to SMS Distribution of Surveys
CustomerCount | March 19, 2020
INDIANAPOLIS, IN (March 19, 2020) – Did you know that marketing to cell phones (SMS/MMS) is the hottest area of TCPA civil litigation? According to Contact Center Compliance, the same serial plaintiffs and litigators bring approximately one-third of TCPA lawsuits. Bob Kobek, President of CustomerCount®, says the “proliferation of compliance complaints comes from a group of class action lawyers who make it their business to continually file law suits against marketing companies and departments utilizing text messaging in their campaigns.” Now there is a solution to this dilemma. Litigator Scrub® identifies these repeat litigato...
CustomerCount® Adds Text Analytics Upgrade to Customer Feedback System
CustomerCount | November 19, 2019
INDIANAPOLIS, IN (November 19, 2019) – CustomerCount®, leader in online customer feedback management, partners with Keatext to incorporate the option of text analytics into its popular system. Now CustomerCount offers the upgraded version of the Montreal-based company’s sophisticated analysis component as part of its growing suite of services. [caption id="attachment_210418" align="alignright" width="250"] Bob Kobek[/caption] CustomerCount clients use Keatext directly through its robust report portal for text categorization, text clustering, concept/entity extraction, production of granular taxonomies, sentiment analys...
The Survey Shouldn’t Be the Last Thing the Customer Remembers About You
Shep Hyken | October 25, 2019
By Shep Hyken I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Two areas were covered: timing (when the survey was sent) and length (how long it takes customers to complete). Without rehashing the entire article, timing is important. Don’t wait two weeks to send the survey. And don’t make it too long. Think about what you’re asking the customer to do when you send them a survey. ...
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