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
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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
How To Make Customers Actually Like Leaving You Feedback
Ugh, another feedback request, another survey invitation. This time I could win 400 paper clips for just 10 minutes of my time. I am constantly being asked to review things. Amazon even asks me to review other people’s reviews. To … Read More
How To Deal With A Drop Out Rate Dilemma.
Before we get into today’s post it is probably useful to start with a brief explanation of the difference between response rate and completion rate. The response rate is the number of people who completed your survey divided by the … Read More
How To Build Long Lasting Customer Loyalty
It takes so much effort to gain a customer now with an ever-increasing competition base and more savvy customers. So, when you do finally manage to convince your customer to choose you – it is vitally important you do everything … Read More
How to Increase Survey Response Rates
‘The Customer Is Always Right’. That’s how the saying goes. So, are you actually listening to your customers? Or let’s go one step further and ask are you even giving your customers a chance to speak? Customer feedback is essential … Read More
How To Create a Successful Customer Experience Measurement Program
If you are running a customer experience (CX) strategy, then how you measure CX is integral to your success. You need to define the right metrics and then use them to make improvements. Without a customer experience measurement program in … Read More
Connecting VoC with ROI: Making a business case for your Voice of the Customer Program
A question that is asked a lot in customer experience is ‘What’s the return on investment (ROI) for a Voice of the Customer (VoC) program? Anyone in the industry knows that collecting customer feedback and taking corrective actions will result … Read More
How Should Chatbots Speak To Humans?
What is a Chatbot? Chatbots are a service using structured conversations, or artificial intelligence, to interact with users via a chat interface. A bot could be used to answer questions on the weather, help you shop online, give you personal … Read More
5 Principles of Getting Good Quality Customer Feedback
Getting customer feedback is vital across most industries but actually getting that feedback from your customers is not always easy. Customers who have had a negative experience tend to be more inclined to voice their opinion but what about the … Read More