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Entries Tagged ‘Customer Satisfaction 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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Verint Extends VoC Suite to Digital Engagement with Acquisition of OpinionLab

Now, if a customer can say it, write it or click it, Verint and OpinionLab VoC solutions can collect, analyze and enable organizations to take action on it. Verint and OpinionLab are now one! With more customers than ever taking a “digital-first” approach to how they conduct research, perform transactions and solve problems, savvy companies […]

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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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Busting Through a Customer Satisfaction Plateau: 3 Ways

We all want to see constant improvement, but what do you do when customer satisfaction flat lines? The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, we enjoyed watching the satisfaction metric rise. And rise it did. I couldn’t wait to see the quarterly results to see […]

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3 Ways to Bust Through a Customer Satisfaction Plateau

Plateaus are beautiful in nature and elicit “oohs” and “aahs” from those who view them. In contrast, plateaus viewed in customer satisfaction bar charts conjure up silence or at best a deep “hmmm” from disappointed executives. Have you ever been there? My recent blog for Customer Think explores three ways to bust through a customer […]

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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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