Finding out if your customers are happy is a pretty simple process. Getting to know the reasons why they are happy, or more importantly why they are unhappy is not quite so straight forward. By identifying the reasons your customers … Read More
customer feedback
Conversational Surveys: An Introduction
Customer feedback. Every company needs it. Every customer has an opinion. So how do you go about collecting it? Well usually the best way to collect a large number of opinions is via a survey. Unfortunately, surveys are incredibly boring … Read More
Survey Respondent Experience – Let’s Talk About the Elephant in the Room
Customer experience is the hot topic right now with more and more companies claiming they are putting the customer at the centre of their strategy. There are customer experience consultancies, customer experience managers and entire organisations dedicated to customer experience. … Read More
How To Use Text Analytics To Improve Customer Experience
A customer’s experience is very much a qualitative and emotion based experience. So why are companies so obsessed with turning this into a quantitative measure? Whether it is Net Promoter Score, Customer Satisfaction or Customer Effort Score, companies want to … Read More
8 Ways To Use AI Powered NPS To Improve Your Business
Net Promoter Score is a core KPI at many organizations. It is simple to measure and its findings can be used to indicate other metrics such as customer retention and revenue. Collecting your NPS is all well and good but … Read More
The Holy Trinity of Customer Experience – Connecting Leadership, Employee and Customer Feedback
Chicken or the egg? There has been a growing trend over recent years of experts declaring that the ‘customer comes first’ days are over and that actually employee experience is more important than customer experience. Richard Branson is quoted as … Read More
Why Do We Still Need Surveys In 2018?
In today’s world we have huge quantities of data generated by Social, devices and other digital activity, so do we still need to send out surveys to our customers when we can deduce whether they’re happy or not based on … Read More
The Case for the Modern Survey Replacement
Current survey situation Online surveys continue to be a useful way of capturing customer feedback but there hasn’t been any real innovation in the past decade or so. The traditional online survey has remained a form-based series of questions with … Read More
How To Make The Perfect Chatbot
Let’s start this blog post with an instant caveat – there is no such thing as the perfect chatbot. There is also no universal best practice as you will want to change your approach depending on the purpose of the … Read More
How To Avoid Survey Bias
Survey bias is an often-neglected part of the survey creation process. If left unchecked, it can make your results irrelevant and insignificant. So, what exactly is survey bias, what are the main causes and how can you eliminate it? What … Read More