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Entries Tagged ‘Customer Feedback Surveys’

Beyond Surveys: 5 Methods to Learn More About Your Customers

Do your customers know you are really listening to them? These days it’s more important than ever that organizations respond in a timely manner to their customers’ concerns and ideas. It’s quite likely that customer surveys have provided a valuable reference point for any other feedback-gathering initiative your organization has taken. When you are ready […]

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10 Lessons Learned from Voice of the Customer Trenches: How to Design and Build a Great Survey

Surveys play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful program. While there are many ways to gather information from customers and consumers, surveys serve as a very important tool in collecting and managing feedback.  As an experienced CX professional, I can tell you firsthand […]

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Customer Experience Quality: Measuring Effectiveness, Ease and Emotion

October 27th CXPA Webinar with Forrester to Explore the 3 E’s of CX Quality Effectiveness, ease and emotion are three key benchmarks to measuring the quality of your customer experience program. The latter is an especially powerful indicator of customer loyalty, not to mention a key trigger that allows for immediate action. Knowing a customer […]

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How to Design and Build a Great Survey: 10 Lessons Learned from Voice of the Customer Trenches

Never before has the voice of the customer been more important—and surveys are at the core of our feedback efforts. They provide a great opportunity to discover what our customers think of what we do—and what their expectations are. Surveys offer the facts on which we build our CX efforts. What we learn from our […]

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The 7 Deadly Survey Sins and How to Avoid Them

If you are a fan of baseball, Kevin Costner or simply great movies, you probably have watched “Field of Dreams.” Costner’s character, farmer Ray Kinsella, hears a whispering voice while walking one evening in his corn field. “If you build it, he will come.” Ray, with innocent enthusiasm, builds a baseball field in the middle […]

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Customer Engagement: Executive Perspectives, Part Two

As mentioned in part one of this series, I recently asked two industry executives what they believed it really means to go “above and beyond” when engaging customers and what role they believe “consistency” plays in the customer engagement process.  We discussed going above and beyond previously, so let’s now explore what the two executives […]

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Little Things Matter

Capturing and analyzing customer input across web, telephone, email and mobile channels can help organizations drive customer engagement optimization. But what specific approaches should you take? One of the top accounting and business consulting firms in North America recognizes that customer service is the key to its ongoing success and growth. Associates at every level […]

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Surveys Are Alive and Well

I have some great news—the survey is not dead. In fact, it is still a crucial part of many organizations’ customer feedback strategies. I have recently spoken with a variety of organizations that tell me they use survey results to help train their customer service agents, develop better processes, and to evaluate if improvements are […]

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