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Entries Tagged ‘customer 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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Cultural Change: 5 Ways to Empower Employees with Customer Insights

Not too surprisingly, employees do better work when they have access to what customers are thinking. So, how do you apply everything you’ve learned about customer wants and expectations to the front lines—where it makes the most difference? I’ve spent many years leading customer experience efforts and learning valuable lessons. In my latest article for […]

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Global Study Reveals Resounding Need for Human Touch in Today’s Digital First World

More digital and automation is what consumers want, right?  Well not so fast.  Consumers around the world have spoken—and more than four out of five of them believe speaking with a person will always be an important part of the customer service equation. Did you see that coming? The Verint study carried out by Opinium […]

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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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5 Ways to Cultivate Leadership Support for Customer Experience

Leadership support is needed for a customer experience program to succeed—we can all agree on that. The challenge is those executives live in the real world of organizational changes, competing priorities and shifting economic landscapes. In my last CustomerThink column, I looked at how to build a compelling business case for your CX program. Now let’s […]

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Customers Driving Rules of Engagement for Financial Services: Infographic and White Paper

What did more than 2,000 American consumers tell us1 made a recent positive customer experience better than their experiences with other companies? 47% felt they dealt with my request quickly 34% said they understood my issue and history 33% felt the person they spoke to was able to make decisions without checking with their manager […]

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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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