Results for : Customer Surveys

4 User Experience Questions to Include in Your Next UX Survey

No surprises here: Surveys are an integral part of any sales and marketing research into your users’ experience. Getting clear answers to well-timed, specific questions -- and open-ended prompts -- can help you fine tune your offering or figure out if you need to pivot. According to McKinsey’s research, 70…

Beyond Surveys: The Age of Proactive Feedback Management

Businesses are scrambling to up their customer experience game. Research constantly emphasizes the importance of great CX to customer loyalty and growth. Today, customers don’t just expect but demand an experience that is comparable to the best brands across the world. In other words, businesses aren't just competing with others…

How to Analyze Survey Data

So you've conducted surveys and followed all the rules. The questions were good, and the responses better than expected. The results are in, and you have lots of information to sort through. Others have told you only a team member with a master's degree in statistics can make sense of…

Transactional vs. Relational NPS

Whether Transactional or Relational,  Net Promoter Score (NPS) has a massive advantage in the larger feedback arena. An NPS survey at pivotal moments in the customer lifecycle can yield invaluable information. It's versatile with a capital V. NPS surveys often occur on a 3-month schedule or in alignment with touchpoints…

Round Out Your CX Program with Closed Loop Feedback Management

What? Feedback is feedback, right? Well, yes, but what you do with it is what makes it closed loop. Closed loop feedback means that you actually respond to the feedback. You probably already read and analyze customer feedback. Maybe you even take steps to improve the customer journey based on…

Customer Service Skills in 2020 and Beyond

What are customer service skills? Every business today that’s into making the customer experience (CX) as perfect as possible, cannot ignore customer service. It's inescapable as an operational division and reference for so many touchpoints in the CX journey. When you want to return goods or inquire about a promotion,…

Crash Course: Key Driver Analysis

You’ve heard it countless times, but I’ll say it louder for the people in the back: Customer experience should be a priority.    Think it's not worth the investment? One dollar invested in CX is expected to receive a $3 return on investment. That alone should be enough for you to take a second look…

Do You (Really) Have a Customer Experience Strategy?

If the C-suite asked to see your customer experience strategy, what would you share? Do you have a cohesive game plan, or do you have a bunch of mismatched spreadsheets from various customer touch points? If this thought brings panic, don’t worry—not everyone really has a customer experience strategy. Econsultancy…

What You Don’t Know Can Hurt You: The Value of Customer Feedback

For many companies, collecting customer feedback is an afterthought. After all, companies exist to turn a profit; they’d rather invest their time and effort into revenue-generating activities such as pushing out new products or optimizing their sales funnel, as opposed to soliciting feedback from customers. That said, there are plenty…

Summertime… and the living is easy.

Or at least it should be, right? (more…)

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