Welcome to the Questback blog! Here's where we share useful information on customer experience, employee engagement and market research. Follow our blog to gain deeper insight into the benefits of integrated feedback management and great tips how to improve your surveys.

Four Ways To Make Gamification Central To Customer Feedback

Four Ways to Make Gamification Central to Customer Feedback

CAT: Customer Engagement  

Since the idea of gamification first reached the business world, many organizations have tried to use its power to improve how they engage with consumers when collecting customer feedback. Yet, despite the major benefits the concept promises, such as deeper engagement and higher response rates, many gamified customer feedback programs are simply failing to provide significant results. Why is this and how can it be overcome?

How To Become A Customer Experience Management Hero

How to Become a Customer Experience Management Hero

CAT: Customer Engagement  

Companies that rely on data-driven decisions to support customer interactions are seeing clear benefits. A Forbes Insight survey of 350 executives revealed that decision-making speed accelerates by 62 percent through a data-driven customer experience management (CEM) system. In a hyper-competitive market, there are clear benefits to knowing and building strong relationships with your customers. 

Proper Whistleblowing Mechanisms Are A Requirement Just Ask Uber

Proper Whistleblowing Mechanisms are a Requirement. Just Ask Uber.

CAT: Employee Engagement  

Uber is not a stranger to the headlines – positive and negative. Illegal car hires in Hong Kong, union bid blocking in Seattle, the search for a second executive, and internal discrimination and harassment allegations, Uber appears to be struggling with employee and customer challenges – perhaps unsurprisingly given its rapid, global growth. While customer experience receives most of the attention, employee engagement and customer experience are two sides of the same coin. It comes down to how a business engages with and manages its relationships with people, leveraging their insight to deliver better experiences on both sides. And, in doing so, improve the method in which they operate their business.

Questback Blog Why Employee Engagement Is Fundamentally Changing

Why Employee Engagement is Fundamentally Changing

CAT: Employee Engagement  

The increasingly complex problem sets and the dependency of solutions on relationships between people have given rise to a new era of business technologythe Internet of People. This impacts employee engagement too. Employee engagement has traditionally been operationalized as annual employee surveys with rigid follow-up cycles that both managers and employees find frustrating and see very little value in. The Internet of People, built around soft data, will change this. Employee engagement is transforming into an integrated measure of how businesses operate, offering human resources leaders a refreshingly new opportunity to secure the delivery of critical outcomes in close collaboration with business leaders.

Is Employee Insight Less Valuable Than Customer Insight

Is Employee Insight Less Valuable than Customer Insight?

CAT: Employee Engagement  

Customers and employees are vital to your organization’s ongoing success. Most firms recognize the importance of delivering a superior customer experience, attaching a high value on understanding and improving that experience across a growing number of touchpoints. Yet many seem to neglect employee insight. Employee insight, by contrast, seems undervalued and poorly appreciated. Many organizations are still stuck in an annual cycle of employee engagement surveys and performance reviews that don’t link with wider business objectives or provide timely, actionable employee insight. 

It’s fair to say that most companies know way more about their customers than their employees - despite the vital importance employee engagement holds for business success. What best practice learnings can HR take away from the customer experience world to enhance employee insight strategy? 

The 7 Stages Of The Employee Lifecycle

The 7 Stages of the Employee Lifecycle and Why They Matter

CAT: Employee Engagement  

The case for the customer journey has never been stronger. Matched with innovative technologies, analytics, and clear ROIs, companywide focus and investment have been extensive. Once disjoined departments are now aligned; bridges span traditional silos; and cohesive CX programs have been implemented to ensure a seamless customer journey that meets and exceeds the customer’s needs. But, in our focus on the customer journey, have we missed a crucial element? Have we missed the forest for the trees?

The Lead Developer Conf Ny

Leading The Lead Developer to Success when Creating Enterprise Technology Solutions

CAT: Employee Engagement  

It is a known truth that the success of any project, technical or otherwise, lies in its implementation. The translation from idea into reality is a crucial phase; one that holds the power to derail a plan entirely or ensure a great success. For enterprise technology solutions, the delivery and implementation phase is not only central to achieving your goals, but also has a ripple effect, impacting employees, customers and often, the bottom-line. 

What is the key to a successful implementation phase? Do enterprise technology solutions require a different approach? Behind any piece of technology, especially great enterprise technology solutions, is a team. A team of technical programmers, developers and consultants that translate ideas into reality in very tangible terms. These people, who in many ways are shaping the way technology could impact our lives, matter; their insights and technology feedback matter. 

The Winning Triangle Benefits Of Connecting Customer And Employee Feedback Systems With Business Metrics

The Winning Triangle: Benefits of Connecting Customer and Employee Feedback Systems with Business Metrics

CAT: Data & Evaluation  

Today, organizations recognize that effective feedback systems are central to their success. Whether it is collecting feedback from customers or employees, it can be used to drive improvements and change across the business. However, feedback systems can be even more powerful if they are integrated. By bringing together employee and customer feedback systems with KPIs such as turnover, margin and profit organizations are able to see the direct financial benefits of insight to their bottom line.

How To Evolve Your Employee Feedback From Tactical To Strategic

How to Evolve Your Employee Feedback From Tactical to Strategic

CAT: Employee Engagement  

How to become independent in your employee feedback

The benefits of collecting and acting on employee feedback are widely recognized: more engaged employees, who are more productive, less likely to leave and more motivated to deliver a high level of service to customers. Employees who are highly engaged are more likely to think of new, better, and more efficient ways of doing their jobs, even identifying opportunities for new products and service offerings. And these insights and intelligence generated by employee feedback can support more informed business decisions

5 Worst Customer Survey Questions

5 Worst Customer Survey Questions

CAT: Surveys  

You send out customer surveys to get valuable feedback and insights.

You know the purpose of each survey, and keep the questions focused on that purpose.

You keep the surveys short out of respect for your customers’ time.

And you send those surveys out at all the right touchpoints to ensure your customer’s memory of their experience is as fresh as possible.

If you’re still not getting the results you’re after, you may be making one of these survey question mistakes.

What Your Customers Really Want You To Know

What Your Customers Really Want You to Know

CAT: Customer Engagement  

The larger your company gets, the easier it is to become disconnected with the reason you are in business at all – that is, your customers.

As your company grows, you need to go beyond simply implementing systems to improve customer service, customer experience, and customer loyalty – you also need to focus on listening to your customers.

In fact, your customers have a few things they’d like to say to you right now…

3 Simple Steps to Listen to the Voice of Business for Busy Managers

CAT: Data & Evaluation  

As a manager, you have a million things on your plate every day.

Chasing down Voice of the Business (VOB) insights – such as financial data, Key Performance Indicators (KPIs), IT assets, and facilities – is simply something you may not have time for.

Let’s face it: Knowing who even has that data is a skill-set in itself!

VOB data is critically important. Without it, it’s impossible to see the whole picture of how the business is really working. 

Creating A Modern Approach To Customer Experience Management

Creating a Modern Approach to Customer Experience Management

CAT: Customer Engagement  

Customer experience is the benchmark of business success today — above customer service, and above the value of the product. You read about this in expert articles. You hear about it through business reports and market research commentaries. But what is customer experience? This article in the Harvard Business Review sums it up nicely. Customer experience is your customer’s end-to-end journey with your company.

Are Surveys Worth It For Startups

Are Surveys Worth It for Startups?

CAT: Market Research  

Market research is critical for any business – especially for fast-growing, nimble startups.

One of the first steps in the Lean Startup methodology is to research product/market fit. In other words, validate your ideas before you spend a fortune building a product. 

However, where many startups struggle is finding real customers to talk to. Established businesses already have an existing market to reach out to, while startups often don’t. Surveying friends, family, small focus groups, and maybe a small number of existing customers is not enough to get you the data you need to drive real insights.

Don’t worry, startups. There is a way to expand your sample group and get better market insights. 

Why Do Companies That Manage Feedback Get Ahead

Why Do Companies that Manage Feedback Get Ahead?

CAT: Market Research, Data & Evaluation  

Thanks to the internet, it is easier than ever to collect feedback. Quantitative and qualitative data is readily available through online surveys, online communities and social media.

However, collecting feedback is not enough. You need to turn it into action. And thanks to robust tools like Questback that can collect and analyze this data, it’s now also easier than ever to utilize that insight to make a real difference to your company’s success. Here are four ways that feedback can benefit your business:

7 Ways To Lead Your Hr Team To Success

7 Ways to Lead Your HR Team to Success

CAT: Employee Engagement  

As a human resources (HR) manager, you have one of the most important jobs of all: to be a role model for employee engagement. When HR managers hold themselves to a higher standard and stay visible in their daily activities, their employees find it in turn easier to improve their game.

And because HR touches everyone in the company, that improvement can quickly spread and enhance the company as a whole.

5 Tips To Improve Customer Satisfaction Online

5 Tips to Improve Customer Satisfaction Online

CAT: Customer Engagement  

According to a recent report, more than 83% of successful companies actively measure customer satisfaction. Technology, and the internet in particular, has made it much easier for companies to reach out to customers and ask for feedback. In fact, being asked to complete a customer satisfaction survey has become a standard part of the purchase process today.

The Three Keys To Enterprise Feedback Management Success

The Three Keys to Enterprise Feedback Management Success

CAT: Surveys, Data & Evaluation  

To gain the insight they need, companies today want to listen to their customers and employees. In this insight-driven world, Enterprise Feedback Management (EFM) is rapidly growing in popularity as more and more organizations look to streamline the management and delivery of feedback surveys, while gaining a detailed picture of the customer journey and employee engagement. 

The benefits of listening to feedback are clear - from being able to increase customer satisfaction to identifying competitive opportunities. However, many organizations struggle to get the full power of their data to work for them. An effective EFM program is essential, but it is more than the technology you use or the raw data you collect - it requires a consistent, proactive and disciplined approach to make the most of every piece of information. But how can enterprises do that? Start with these three keys to unlock enterprise feedback management success: 

How To Maximize Your Enterprise Feedback Management In 4 Simple Steps

How To Maximize Your Enterprise Feedback Management in 4 Simple Steps

CAT: Surveys, Data & Evaluation  

When you’re running any type of enterprise feedback management program – from Voice of the Customer (VoC) to employee insight and employee engagement surveys – it’s critical that the processes involved don’t happen in isolation, or you’ll end up making decisions based on just a partial view of the data. Unfortunately all too often this is what happens on many projects, with customer and employee feedback analyzed separately, and not combined with information from other business systems. 

Strategies To Drive Better Customer Engagement

Strategies to Drive Better Customer Engagement

CAT: Customer Engagement  

Customer engagement isn’t just good for your immediate profits; it’s also key for customer loyalty and your long-term revenue growth.

Engaged customers are easier to communicate with and sell to. They drive more referrals to your business and become brand advocates, helping spread the word about your company and products.

However, engaging with customers today is different compared to in the past. Cold calling a customer is just as likely to annoy them as to result in a positive response. 

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