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.

The Keys To Asking The Right Questions In Customer Surveys

The Keys to Asking the Right Questions in Customer Surveys

CAT: Surveys, Customer Engagement  

Customer loyalty isn’t just a modern business catchphrase – it can be the difference between success and failure in competitive markets. Creating a customer experience that breeds loyalty results in a higher referral rate as well as increased customer retention. Customer surveys are key to building that loyalty.

In today’s socially connected, information-heavy world, businesses can get ahead by gathering insightful customer feedback. And this insight starts with asking the right questions.

Your Surprising Superpower Customer Complaints Questback Blog

Your Surprising Superpower: Customer Complaints

CAT: Customer Engagement  

You have a superpower that you might not even know about - the power of customer complaints.

How is an unhappy customer a superpower, you ask? Because they provide you with insight that’s the equivalent of reading your customers’ minds.

3 Steps To Achieving The Best Customer Experience Questback Blog

3 Steps to Achieving the Best Customer Experience

CAT: Customer Engagement  

Customer experience is a priority for most organizations, yet most struggle to realize their full potential in this area. 

Why? 

Most companies tend to rate themselves highly on customer experience as they focus on obvious metrics, such as calls answered or speed of response. However, studies consistently show there’s a gap between how organizations believe they are performing and their customers’ actual levels of satisfaction. Achieving the best customer experience requires your organization to go beyond the sale itself. The key is to create an approach that keeps a keen eye on customers’ opinions and ultimately takes the necessary action to close the feedback loop. 

Want Better Customer Insight Avoid These 7 Customer Feedback Mistakes

Want Better Customer Insight? Avoid These 7 Customer Feedback Mistakes

CAT: Customer Engagement  

Gathering customer feedback is a powerful way to build relationships. It can also give your customers a much-needed outlet for their comments, and provide a channel to help you defuse negative reviews and social media comments before they get posted publicly.

But many companies rush through the feedback process and don’t take the customer into account when creating these vital surveys. 

Customer feedback surveys are a great opportunity to create happy customers, meaning it is vitally important to get surveys out quickly and at the right touchpoints. However, don’t make these 7 common feedback mistakes in the process.

Traditional Employee Reviews Arent Working For Millennials Heres What To Do Instead

Traditional Employee Reviews Aren’t Working for Millennials: Here’s What to Do Instead

CAT: Employee Engagement, Data & Evaluation  

Millennials, those aged between 18-35, have passed Generation X to become the largest portion of the American workforce. Today, they account for about a third of all employees.

This new demographic has driven companies to re-evaluate long standing ways of doing business.

One of the traditional business practices now on the chopping block is the annual performance review. 

The Future Of Employee Feedback Is Here And Its Not A One Off Event Anymore Questback Blog

The Future of Employee Feedback is Here, and It's Not a One-Off Event Anymore

CAT: Employee Engagement  

Collecting, tabulating, and providing feedback in an employee performance review is a time-honored tradition for most organizations. Unfortunately, it’s often a broken process. 

There are many ways that employee feedback can go off the rails. For example, the information that is collected may not be relevant or timely, or the organization may rely on technology to handle what should be day-to-day conversations between managers and employees. 

Feedback Culture How Uber Mastered The Feedback Loop

Feedback Culture: How Uber Mastered the Feedback Loop

CAT: Customer Engagement, Employee Engagement, Market Research  

The information economy has made feedback from customers and employees an integral part of successful businesses today. We’ve shifted away from knowledge-hoarding and demand-driving, and toward satisfaction and engagement. A feedback culture is emerging and is transforming how successful companies operate.

The Importance Of Organizational Effectiveness To Success In Fast Changing Markets

The Importance of Organizational Effectiveness to Success in Fast Changing Markets

CAT: Employee Engagement  

Today’s business environment is changing faster than ever, driven by digital transformation across every industry. Nearly a third of U.S. companies are likely to die in the next five years, if current trends hold, according to research from the Boston Consulting Group. This change is being driven by greater competition, leading to a need for continual innovation. In these challenging times, how can businesses not just survive but grow?

Stop Your Employees From Dreading Performance Reviews

5 Ways to Stop Your Employees From Dreading Performance Reviews

CAT: Surveys, Employee Engagement, Data & Evaluation  

In recent years, there’s been a continual stream of calls for the death of the performance review.  A Forbes post by HR analyst Josh Bersin focused on the issue, pointing out that the problem isn’t with reviews themselves, but with how feedback is collected and delivered. 

The Feedback Gaps That Could Kill Your Competitive Edge

The Feedback Gaps That Could Kill Your Competitive Edge

CAT: Market Research  

Companies carry out market research and gather customer feedback to help them get a competitive edge. Understanding this research helps you create marketing and sales campaigns that work.

But your feedback might have gaps in it that risk turning your market research from a tool into a liability. Here are four reasons why:

Get Your Organization Ready For Instant Real Time Customer Feedback

How to Get Your Organization Ready for Instant Real-Time Customer Feedback

CAT: Customer Engagement, Data & Evaluation  

You already know the benefits of gathering real-time feedback from your customers. You can see how it can empower your employees and increase customer loyalty

But is your organization ready for real-time feedback?

Surprisingly, it may not be. Suddenly throwing customer feedback at employees or inundating your organization with real-time customer data won’t get you very far. 

Here’s how to prepare your organization to assess and handle instant customer feedback.

How To Keep Employees From Leaving A Guide To Employee Engagement

How to Keep Employees From Leaving - A Guide to Employee Engagement

CAT: Employee Engagement  

As the economy improves, the risk of your talent jumping ship increases. And, while not all industries are engaged in a full-on “war for talent” as we’ve seen in the past, we are in a reality where organizations need to actively work to engage and retain their top performing employees.

There is a clear connection between corporate performance and employee engagement. This means that keeping your employees engaged is the most reliable way to grow your bottom line.

Best Practices For Startups To Boost Customer Feedback Systems

Best Practices for Startups to Boost Customer Feedback Systems

CAT: Customer Engagement  

It’s a well-known fact that finding new customers is much more expensive than retaining existing ones. Adding to this, according to research from SumAll, companies with 40% repeat customers generate nearly 50% more revenue than similar firms with just 10% repeat business.

For most startups, every penny matters. So how do you retain existing customers? The best way, of course, is to increase customer loyalty by improving the customer experience. Creating effective customer feedback systems is central to this process. 
So what best practices should startups looking to boost customer feedback adopt? Here are five tips that will encourage customers to give you feedback time and time again. 

3 Steps To Looking Like A Research Professional

3 Steps to Looking Like a Research Professional

CAT: Market Research  

It’s a new market landscape out there, and research is more critical than ever to understanding and reaching modern, sophisticated customers. Buyers have more choices than ever before, and market research is crucial for brands to know how they are performing and where they can improve.

The market research industry is therefore continually innovating to keep pace with this growing demand for more detailed customer insight – which makes it challenging for non-researchers to keep up. Customer needs and purchase behavior are increasingly complex and the research market changes rapidly.

But this doesn’t mean that you need to be a research professional to reap the rewards of market research.

Technology has changed the business landscape and market research along with it. You can get valuable customer insight that helps you identify where your company is performing best with customers, and where it could use some improvement – and you don’t have to be a highly trained market researcher to do it.

Try these three things to get faster, higher quality insight that you can use to make better business decisions.

3 Things Shark Tank And Your Employee Engagement Strategy Have In Common Questback Blog

3 Things that Shark Tank and Your Employee Engagement Strategy Have in Common

CAT: Employee Engagement  

A panel of neatly dressed potential investors (aka “sharks”) sit in a row, pen and paper at the ready. 

The doors open. 
An entrepreneur strides through – maybe showing some signs of nerves, maybe radiating confidence – and takes their place on the stage.
The pitch begins.
Will the sharks take the bait? Will there be a feeding frenzy to fund the entrepreneur’s dreams? Or will the sharks take a bite out of the entrepreneur on national television?
Shark Tank makes for engaging television. And this engagement is the key to keeping the audience from changing the channel.
Take a few tips from Shark Tank to keep your employees engaged – and keep them from changing the channel from your company’s goals.

Zen Of Customer Loyalty How To Never Lose A Customer Again

The Zen of Customer Loyalty: How to Never Lose a Customer Again

CAT: Customer Engagement  

Angry customers. Loud, public complaints and hundreds of questions on social media. Massive amounts of meaningless customer feedback data in various systems.

It’s enough to disturb anyone’s peace of mind.

Bring some Zen-like calm into your customer interactions with these three tenets of customer loyalty.

Difference Between Employee Engagement And Employee Satisfaction

The Difference Between Employee Engagement and Employee Satisfaction

CAT: Employee Engagement  

Employee engagement is much more than just being happy in a job. An employee can be satisfied without being engaged in their work.

While a satisfied employee may choose to stick around, they may not necessarily be productive. But an engaged employee who is invested in their work will be more productive and willing to go the extra mile. In fact, organizations with engaged employees can expect better staff retention, more innovation, and a higher overall quality of work.

Unlocking Staff Feedback Across The Employee Journey

Win the War for Talent: Listen and Act with Employee Touchpoint

CAT: Employee Engagement  

Top companies understand the powerful connections between engaged employees and bottom-line performance. Organizations big and small are therefore investing more time and money learning how to effectively measure and leverage critical team feedback to form a stronger competitive edge. Companies capable of effectively motivating and cultivating inspired workforces are winning the war for talent, reducing turnover, and making smarter business decisions based on comprehensive feedback. These successful organizations are intentional about studying the experience of their team members during all stages of the employee lifecycle. This journey-based approach to feedback gives business leaders a more holistic view of their organization which accelerates improvement.

Reduce Churn By Engaging Employees From The Moment They Are Hired

Reduce Churn by Engaging Employees from the Moment They Are Hired

CAT: Employee Engagement  

There is a direct link between corporate performance and employee engagement.

Tracking, managing, and boosting employee engagement used to be HR’s responsibility, but this is no longer the case. You, the manager, are now accountable for your employees’ commitment to the organization.

A drop in productivity or an increase in employee complaints are just two of the warning signs that you might have actively disengaged employees on your hands.

Don’t let it get that far. Retain your top talent by staying focused on employee engagement.

You have the opportunity to engage your employees from the very moment they join your team.

10 Tips For Building Effective Customer Surveys

10 Tips for Building Effective Customer Surveys

CAT: Surveys, Customer Engagement  

The feedback and insight you can get from customer surveys is invaluable. It enables you to create a more customer-centric experience that positively impacts retention, referrals and your bottom line.

But only if customers are willing and able to fill out the surveys and provide feedback.

Here are 10 tips for creating effective customer surveys that give you the insight you’re looking for.

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