Beyond Philosophy

FEBRUARY 1, 2024

Our readers enjoy $ 500 off their first YouGov survey. Moreover, their responses to a survey question might be a little different. Or they know, but don’t want to admit it on a survey. For example, my podcast partner and I did a survey using YouGov’s self-service platform. The results were funny. It’s also easy to use.

Surveys 195

Surveys Self service Marketing Feedback 195

CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. Set up surveys and other listening posts to get feedback on those key moments of truth, especially those areas where you need more data for a clearer understanding of what’s going well and what isn’t. You put it on the wall.

Journey mapping 68

Journey mapping Coaching Feedback Customer Experience 68

GetFeedback

DECEMBER 27, 2018

According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Online surveys are an essential tool in any customer feedback program. We’ve created this guide to teach you everything you need to know about maximizing online survey response rates.

Surveys 90

Surveys Feedback Abandon rate Personalization 90

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

Beyond Philosophy

SEPTEMBER 10, 2022

Did you take up a hobby or a new exercise program? We undertake this exercise by asking a lot of questions. Complete this short survey. What did you do during the lockdown? Did you watch hours of news coverage hoping for some good news? Were you in the kitchen working with your sourdough starter? Please tell us how we are doing!

Consulting 170

Consulting Consulting Finance Healthcare 170

Beyond Philosophy

JANUARY 28, 2023

14:25 Colin poses the next question about the data used to segment customers and whether it is meaningful for this exercise (spoiler alert: if it involves small, medium, and large, then it isn’t). Complete this short survey. 11:42 We lead into the first question about segmentation and how it should serve your organization.

Consulting 221

Consulting Consulting Sales Surveys 221

delighted

FEBRUARY 26, 2024

Brands send NPS email surveys after a purchase or interaction to collect customer feedback when the experience (and email) is still fresh in the customer’s mind. Sending a successful NPS email survey is easy when you have the right tools and feedback strategies in mind. What is NPS? That’s all you need!

Surveys 97

Surveys Best practices Feedback Personalization 97

delighted

MAY 24, 2019

While customer surveys can yield amazing insights into what your customers want and need, they can also be a liability if the underlying survey questionnaire is flawed. One of the most common causes of unreliable survey feedback is the biased survey question. What are biased survey questions? Leading questions.

Surveys 59

Surveys Feedback Customer Experience Accountability 59

Beyond Philosophy

OCTOBER 2, 2017

Embracing the all-encompassing nature of customers’ irrationality: It is standard practice for Customer Experience teams to undertake a customer survey to determine why customers did what they did. This exercise will not reveal the real reasons customers decided to buy.

Customer Experience 573

Customer Experience Customer emotions Consulting Consulting 573

ShepHyken

AUGUST 6, 2023

Pay attention to number nine when they share my contribution to the list, which is to go through the Moment of Misery™ exercise. My Comment: I admit to geeking out over stats and finding in survey reports, and here you’ll find an extensive list of customer retention-related stats. as of 2023 and minimum federal wage of $7.25

Customer Service 156

Customer Service B2C Customer retention Government 156

delighted

MAY 24, 2019

While customer surveys can yield amazing insights into what your customers want and need, they can also be a liability if the underlying survey questionnaire is flawed. One of the most common causes of unreliable survey feedback is the biased survey question. What are biased survey questions? Leading questions.

Surveys 52

Surveys Feedback Customer Experience Accountability 52

Beyond Philosophy

JANUARY 2, 2021

In this episode, we discuss this exercise’s critical question to present a new experience for your customers. 18:32 Colin and Ryan emphasize what the goal should be for this exercise over the next couple of months. 18:32 Colin and Ryan emphasize what the goal should be for this exercise over the next couple of months.

Education 170

Education Consulting Consulting Customer Experience 170

Beyond Philosophy

JUNE 23, 2022

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! On a practical level, Killip says their clients survey consumers to understand consumers’ views and what they’re doing, thinking, and feeling to feed into their customer strategy.

Surveys 195

Surveys Consulting Consulting Metrics 195

Satrix Solutions

FEBRUARY 22, 2018

But if you’re not capturing employee feedback , be it from engagement surveys, employee satisfaction surveys, or opinion-type surveys, you’re missing out. The following are five (out of ten) of my top pillars for effective survey design and survey implementation.

Surveys 60

Surveys Feedback Employee engagement Management 60

Beyond Philosophy

DECEMBER 17, 2022

Usually, we want to stop having bad ones, i.e., start losing weight and exercising, quit biting nails, or to stop smoking or drinking so much. Complete this short survey. Key Ideas to Improve your Customer Experience. Habits are a giant part of New Year’s Resolutions. Click here to join the other 70,000 subscribers.

Consulting 150

Consulting Consulting Surveys Customer Experience 150

Toister Performance Solutions

JANUARY 23, 2018

The customer experience director proudly announced her company had just implemented a customer service survey. The entire purpose of the survey program was to add another meaningless number to the executive scorecard. The survey was doing nothing to help the company improve customer experience or service. That's great!"

Surveys 54

Surveys Wait times Management Customer Service 54

ShepHyken

MARCH 14, 2022

If you haven’t done this exercise before, it’s time. MarTech Cube) Amid ever-rising consumer expectations, supply chain disruptions, and less access to third-party data, Yotpo’s annual State of Brand Loyalty survey reveals just how hard brands have to work to earn loyalty that drives positive business outcomes.

Journey mapping 184

Journey mapping Customer Service Entertainment Call Center 184

ShepHyken

DECEMBER 4, 2020

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. That means two-thirds of the organizations we surveyed have not prioritized customer experience in their budgets and overall strategy. Creating a customer experience roadmap is not an easy exercise. It takes time.

Customer Experience 351

Customer Experience Airlines Customer centricity Surveys 351

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Data in this report comes from a February 2018 survey of 475 U.S. About This Survey. Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

ShepHyken

AUGUST 14, 2020

The firm provided it for free to policyholders who performed the planned exercise regularly for two years. Consumers who completed the exercise target for the month did not have to pay the watch’s monthly installment. Some buyers also appreciate customer survey emails seeking their feedback within one week from the first purchase.

Customer Experience 321

Customer Experience Entertainment Sales Healthcare 321

Beyond Philosophy

APRIL 21, 2021

Ten-Pow says that there is a common misconception around Customer Experience that it is a “feel-good” exercise with no tangible benefits for the brand. Complete this short survey. Key Ideas to Improve your Customer Experience. 27:35 Ten-Pow reveals the key to implementing successful CX Transformation processes: Pace.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

PeopleMetrics

OCTOBER 3, 2019

No matter what, your VoC partner should certainly have an implementation team that sets up your VoC — including survey design, programming, dashboard creation, user setup, and ensuring your customer list is ready to go once you are ready to begin. Check off the essentials. How many new business leads have been generated as a result of VoC?

Surveys 60

Surveys Technical Support Analytics Consulting 60

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more.

Journey mapping 160

Journey mapping Surveys Feedback Contact Center 160

Toister Performance Solutions

MAY 7, 2020

Four Ways to Reduce Customer Effort One of the things I really like about The Effortless Experience is it has so many practical exercises you can use to reduce or eliminate customer effort. A brainstorming exercise with frontline reps revealed a simple solution. You can do the same exercise with your team.

Customer Service 111

Customer Service Self service Wireless Customer effort 111

Anexa BPO

JUNE 3, 2023

That being said, AI tools are being developed to help organizations build customer surveys much more efficiently. Recognizing that survey design is both an art and a science is the first step in understanding the role that generative AI tools can play in automating the design of survey resources.

Government 52

Government Surveys outsourcing Contact Center 52

Peter Lavers

NOVEMBER 16, 2020

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises. This model also powers our B2B Trust Evaluator , which is more than ‘just another survey’!

B2B 130

B2B outsourcing Customer centricity Consulting 130

ClearAction

APRIL 16, 2024

Instead, pay attention to what customers say during your word strip exercise above. Then, group questions with similar rating scales together in your Voice of Customer survey. Do they see certain things as a Yes/No situation? Are some things easier for them to judge as Low/Medium/High? Make sure Voice of Customer is customer-centric.

Customer centricity 62

Customer centricity Surveys Management Feedback 62

Vcaretec

JUNE 6, 2022

We regularly send and analyze customer surveys, conduct data mining exercises to gauge trends, and gather real-time customer care feedback through web chat, social media, and email.

Customer advocacy 90

Customer advocacy Wireless Customer Care Benchmark 90

Customer Service Life

MAY 6, 2019

During the rollout of this new style guide, we selected an issue type or contact driver that frequently aggravates customers, leading to dissatisfaction, and facilitated a journey mapping exercise to see the before, during, and after for that particular issue type. This added some awkwardness to the exercise. Key Insights.

Journey mapping 80

Journey mapping Contact Center Coaching Education 80

delighted

JANUARY 7, 2021

Why are surveys crucial for developing my customer journey map? Through this exercise, you’ll also be able to connect with your buyer and in turn, influence your organization to prioritize the customer experience (CX) through shared understanding. Using survey data to boost your customer journey map.

Journey mapping 98

Journey mapping Surveys Advertising Feedback 98

Comm100

JANUARY 25, 2018

In fact, Gallup’s survey of Fortune 500 Companies to determine the happiest workplaces found that in the top quartile, businesses saw: 22% higher profitability. Even if you were only interested in finding out how happy your customers are, running external customer satisfaction surveys isn’t enough to ensure this.

Surveys 41

Surveys Feedback Morale Employee engagement 41

Beyond Philosophy

SEPTEMBER 26, 2018

Another part of the whole exercise to gauge feelings is first to define what emotion you are trying to evoke from your customers. By that, I mean with a customer survey in the mail or online, etc. NPS is a meaningful way to measure your Customer Experience, but it isn’t the only way.

Customer emotions 324

Customer emotions Consulting Consulting Customer Experience 324

delighted

NOVEMBER 30, 2021

When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. . Improving touchpoint experiences with surveys. Customer feedback surveys: NPS, CSAT, and CES. Let’s dig in.

Journey mapping 85

Journey mapping Advertising Surveys Feedback 85

Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). So, as the various channels of your Experience expand, and more of your Customers exercise their option to contact you through another channel, consistency becomes even more important. Clearly, more Customers want self-service options.

Self service 402

Self service Best practices Customer Experience Call Center 402

Toister Performance Solutions

MAY 5, 2022

A survey conducted by Toister Performance Solutions in April 2022 aimed to find out. 1 Listen to your customers In an era of endless surveys, customer listening is severely lacking. . #1 1 Listen to your customers In an era of endless surveys, customer listening is severely lacking. What's causing the decline?

Customer Experience 62

Customer Experience Transportation Airlines Surveys 62

3CLogic

AUGUST 31, 2021

It’s not difficult to understand how exercising empathy would be valuable for contact center agents. The results of more than 300 surveys show a clear correlation between the two, particularly when it comes to telecommunications. Agents can exercise this type of empathy by: Paraphrasing what the customer said.

Customer Service 59

Customer Service Interactive Voice Response Contact Center Telecommunications 59

Maru Group

APRIL 6, 2023

Your current survey and metrics on our platform will exponentially grow your data set. No loss of historical data, no change to survey flow, and no methodology change that requires alignment. Brand tracking doesn’t need to be a quarterly exercise of trying to “triangulate” insight to explain or align with marketing and sales.

Metrics 58

Metrics Surveys Sales Marketing 58