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Enrich Salesforce CRM in real time with data from smart surveys

Just a few weeks after releasing the new version of MyFeelBack, we’re excited to announce our integration with the world leader in CRM software, Salesforce. With this new Salesforce application available in the AppExchange, you’ll be able to empower your sales and support teams with actionable real time insights, right from Salesforce. A fluid and more...

Jan 13, 2016

How Timing Feedback Requests Improve Your Response Rates

Many factors can determine the response rate of your feedback survey: how the survey is delivered, how it looks, the quality of your contact list. But another key factor is when you ask customers to provide feedback. One way to improve the response rate of your feedback survey, especially those launched via email, is to...

Dec 28, 2015

4 Customer Experience Measurements to Increase Satisfaction

Companies often mistake repeat customer business with loyalty. And, on the surface, this would seem like a logical conclusion. However, in truth, many customers only stay with a business for lack of other options. But, as soon as they find one, they will migrate to a competitor offering them a better overall experience. At the...

Dec 21, 2015

3 Strategies for Crafting Fatigue-Free Survey Questions

Surveys are a crucial part of the customer experience. They let your customers know that their opinions matter, that – in fact – their opinions are at the heart of your business’s success. Customer insight is so important that, according to Gartner, in 2016, 89% of businesses will compete on customer experience, with customer feedback...

Dec 13, 2015

How Customer Feedback Helped Best Buy Reinvent Itself

Back in 2012, financial observers wondered just how mega U.S. retailer Best Buy could turn around its slumping sales and low-level customer satisfaction scores. Best Buy’s revenues had steadily grown throughout the 90s and 00s while rivals CompUSA, Radio Shack, and Circuit City all filed bankruptcy. The company opened stores in every state and benefitted...

Dec 03, 2015

3 Ways to Grow Your Business with Customer Knowledge

Despite the fact that customers are already sharing opinions and personal details on Yelp, Facebook, and other social media venues, many established companies have yet to tap into the power of harnessing customer knowledge. This was made clear last year when Harvard Business Review released its findings on the business models of various S &...

Nov 30, 2015

Retail: why customer satisfaction will deliver a happier holiday

The holidays are the most important time of the year for retailers as well as most shoppers. But greater competition between retailers, a still-recovering economy, and price-conscious customers with less disposable income are likely to make the 2015 holiday retail season particularly challenging. According to the National Retail Federation’s Holiday Consumer Spending Survey, U.S. retail...

Nov 22, 2015

How Target Uses Data to Increase Customer Satisfaction

In an effort to maximize sales this holiday season, mega-retailer Target is adapting the way it does business in order to provide more personalized, relevant customer service. The brand is adopting a variety of technologies to gather real-time data, enabling it to better engage customers, and, ultimately, improve sales. And with this year’s holiday retail...

Nov 19, 2015

Why Customer Segmentation is Key to Marketing

It goes without saying that great customer service is a requirement for any business, but it is especially important for businesses. In recent years, the movement towards shopping local has gained considerable momentum and attention during the holiday season, but research indicates that more and more consumers choose to shop local businesses all year round....

Nov 04, 2015

Three Strategies for Humanizing Your Brand Message

Customers are bombarded with marketing information. The average American is exposed to hundreds, if not thousands, of advertisements each day (no one seems to agree on an exact figure, despite the oft-cited 5,000-per-day estimate). Facing an enormous onslaught of competition from old advertising standbys like television, radio, and print, and newer media like mobile and...

Oct 28, 2015

How to Maximize Business Outcomes in the Age of the Customer

It’s no secret that providing exceptional customer service is vital for business. Just ask Nordstrom, Starbucks, or Uber, all of whom attribute their financial success to providing a customer experience unlike any other. These companies demonstrate how, in today’s market, terms like “customer-focused”, “customer-centric”, and “customer satisfaction” are more than just empty buzzwords: they are...

Oct 22, 2015

Why You Must Survey Customers to Measure Brand Loyalty

It’s no secret that it’s much less expensive to keep an existing customer than to find a new one. For this reason, companies generally emphasize building brand loyalty which marketing specialist Seth Godin defines as “ the set of expectations, memories, stories, and relationships that, taken together, account for a customer’s decision to choose one...

Oct 12, 2015

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