Bob Hayes

AUGUST 21, 2017

Consider CRM systems, surveys, social media sources, telemetry systems, and publicly available data sources; using the combined power of statistics and today’s processing capabilities, these sources of data can help businesses model the processes that drive the customer customer experience (CX). Improve CX surveys. Detect fraud.

Customer Experience 103

Customer Experience 2012 Retail 2020 103

Kayako

AUGUST 23, 2017

Viktor Magic will teach why it’s important to ace your next customer feedback survey and which mistakes to avoid. Surveys come in all shapes and sizes. Done correctly, surveys can improve all departments in your business: Your product team can use them to find product-market fit and get customer feedback.

Feedback 61

Feedback Net Promoter Score NPS Customer Satisfaction 61

Alida

AUGUST 10, 2017

If you’ve seen The Up Series , which interviews people every seven years, you’ll know that a longitudinal study can deliver much richer data than one-time surveys. Have a conversation with your insight or strategy team about frameworks for gathering and sharing evidence into “what works.”

Measurement 147

Measurement Culture Document ROI 147

SurveyGizmo

AUGUST 29, 2017

However, for the conversation here today, we will focus on the very first focus area Kroner covers in the article : experience. . For example, you notice on satisfaction surveys and across social networks that customers have trouble deciding on which of your products to purchase due to lack of variety.

Customer Experience 69

Customer Experience Social Media Customers Article 69

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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?

Customer Engagement

Talkdesk

AUGUST 7, 2017

Years ago, mailed paper surveys was the dominant method; however, due to the high cost of this approach, marketers attempting to optimize data collection for their costs tended to write very long surveys (which conflicts directly with response rate).

Metrics 40

Metrics Customer Service Net Promoter Score Magazine 40

Talkdesk

AUGUST 7, 2017

Years ago, mailed paper surveys was the dominant method; however, due to the high cost of this approach, marketers attempting to optimize data collection for their costs tended to write very long surveys (which conflicts directly with response rate).

Metrics 40

Metrics Customer Service Net Promoter Score Magazine 40

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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.

Feedback