conversational-surveys 
Alida
JANUARY 18, 2017
When shoppers buy, lease or service a car at a dealership, they typically receive multiple customer satisfaction (CSAT) surveys from the automaker, retailer, finance company and third-party research companies. These surveys are often very long. Car manufacturers also use CSAT surveys to reward dealers with financial incentives.
Alida
JANUARY 26, 2017
Many research methods, including ad hoc satisfaction surveys, flagged issues in the experience but didn’t reveal the insight needed to solve them. These two branded insight communities allow both teams to engage their most passionate fans in an ongoing conversation about all aspects of the fan experience.
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Eptica
JANUARY 19, 2017
Consumers will only stay with a brand if they are actively engaged with the overall experience, through an ongoing, two way conversation. These types of chat can turn detractors into promoters in the time it takes to have a conversation. This is particularly true as we move into 2017. Here are three areas for brands to focus on: 1.
Clarabridge
JANUARY 17, 2017
Surveys asking for feedback are great – but sometimes the results only tell us a small part of the story. Nobody would ask questions leading to these answers on a survey! Allow for one-to-one conversations with “an outsider.”. Survey results and generalized feedback have a way of wooing us into a false sense of security.
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When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts?
Kayako
JANUARY 12, 2017
That starts with listening to your customers, not just running the occasional survey, I mean really listening. . “It doesn’t matter how far along your business is or how high you’ve scaled, you should never stop talking to your customers.
Middlesex Consulting
JANUARY 1, 2017
The whole tone of the conversation changed. I do know this – whenever I have used Microsoft support in the past, it has usually been a decent, if not time consuming, process – and it was ALWAYS followed by my receiving surveys to complete. I pointed this out and he said, “well, have you backed them up?”
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While surveys have formed the backbone of CX efforts for decades, they only account for a small percentage of all customer feedback data available to businesses today. In the age of the omnichannel customer, businesses that over-rely on surveys to fuel modern CX programs are getting left behind.
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