ind Customer experience (CX) is evolving. And how companies gather customer feedback is evolving as well. In the past, many businesses relied solely on a periodic relationship survey to gauge customer happiness. These surveys could cover a wide range of topics, but...
We are all consumers of products and services. As such, we are driven by our emotional associations with those experiences. Take a moment to think about your best and worst customer service experiences. What about when you were crunched for time, but had to stop at...
Customers’ expectations about how brands interact with them are evolving. CX-savvy brands are applying innovations to capitalize on this trend and accelerate their CX feedback gathering activities by: Using each of the three primary contact channels—IVR, web/email,...
Many companies today are actively engaged gathering customer feedback. However, there is a discrepancy in the type of feedback and the utilization. IDC estimates that 20.8% of the insight collected is structured/quantitative feedback. The remaining 79.2% is...
What is the biggest challenge facing most Customer Experience (CX) practitioners and service leaders? Operationalizing their CX initiatives and engaging their teams to use the valuable customer feedback available to them. Many companies struggle to keep employees...
Texting has quickly become a dominant form of communication for adults. Each day, mobile phone users send more than 20 billion SMS messages, which equates to more than 7.3 billion each year. Those are impressive statistics, but do not prove the compelling case for...
Today, companies invest significant amounts in customer surveys to learn how to serve their customers better. Automated surveys are valuable. However, allowing customers to leave comments (verbatim), expressing exactly what they think and feel, empowers...
Email holds status as the most popular approach for gathering customer experience (CX) feedback approach. The reasons: easy implementation, low cost, and widespread adoption by consumers. While email feedback gathering is easy to implement and maintain, there are...
