As part of their effort to improve customer experience, a growing number of organizations are applying various techniques for proactively collecting customer feedback. Why? Not only does collecting customer feedback help inform your business’ decision-making process; it also helps you understand customers better and get a more accurate handle on how they perceive your product,…

What is Customer Experience Marketing? Customer experience marketing is the strategy of focusing marketing efforts on the customer and improving how the customer experiences your product or services.  The idea is simple: if people love your product, they’ll become your biggest promoters. If you delight your customers, they’ll recommend your product to their friends, family,…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Hotels must find ways to make it easy for guests to stay active. Hilton is bringing a new kind of customer experience into its guest rooms with fitness, according to Skift. The room is…

Welcome to This Week In Reviews, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Business insurance company Hiscox innovates the customer experience. Fear doesn’t last as a tool for motivation. That’s according to Russell Findlay, CMO of business insurance company Hiscox. In an interview with…

The customer journey is a series of steps a consumer takes when engaging with your company. This journey consists of, and begins and end with, different interactions and experiences that occur at different touchpoints: a call with a sales rep, an in-store visit, a conversation on social media or online review site, an inbound call,…

“We care deeply about our customers.” Or: “We ❤ our customers.” We’ve seen a number of companies use either of these taglines or some other similarly customer-focused phrase in order to profess their undying, indissoluble love for their customers. They pop it into their marketing materials, business cards, staff lapel pins, About Us pages, social…

Healthcare—Managing Online Reviews and Patient Feedback

Welcome to This Week In Reviews, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Two healthcare industry thought leaders say the industry needs to use the patient perspective as a metric to assess the value of healthcare. It’s About the Patient Patients will most likely…

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. CX is also a great competitive differentiator, helping companies respond…

3 Ways Franchises Can Better Understand Their Customers

Hundreds of franchisees fail each year, according to the Wall Street Journal. To avoid being one of these unsuccessful franchises, you must place the customer at the center of your business, deliver the best possible experiences for them, and listen to and act on customer feedback. Set Up A Review Monitoring System  Adam Broetje, CEO at…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: a note about the importance of the existing customer feedback platforms. Request a free ReviewTrackers demo. Online reviews are important in attracting new customers, improving customer experience, and understanding the customer journey. And…