Sat.Jan 29, 2022

article thumbnail

The Critical Steps to Ensure Your Program Is Not Seen As Something Soft and Fluffy

Beyond Philosophy

One of our listeners in Finland is in a pickle. Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support.

article thumbnail

Predicting Customers Next Actions (buy, refer, leave) Beyond Traditional Surveys

Doing CX Right

Matt Dixon, co-author of The Challenger Sale, Challenger Customer, and Effortless Experience shares insights to understand and address customer needs beyond survey methods. The post Predicting Customers Next Actions (buy, refer, leave) Beyond Traditional Surveys appeared first on Doing CX Right.

article thumbnail

Collecting Feedback with Logic Surveys

Zonka Feedback

Surveys are a great way of collecting Customer Feedback, and the core of any survey is the questions you ask in the survey. But including good questions is not enough. You need to ensure that the questions are relevant to the particular customer, the order of your questions is correct, and it is the right moment to ask them. In other words, your surveys should be logical.