CX Accelerator

NOVEMBER 7, 2023

With this in mind, I asked a few of my friends on the , Customer Experience Question of the Day (#CXQOTD ) on X to complete this sentence. Luke Jamieson , thinking about how we engage with our customers and employees says: 8) have high employee attrition (or turnover). Think RELATIONSHIPS or Go Broke. Back To Blog Home

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Kerry Bodine

AUGUST 14, 2020

We got a ton of great questions about the content I presented. I’ve organized the questions according to the Journey Management framework that I presented on the webinar: Discover the journey, Design the journey, and Deliver the journey. 2) Dig deep into your questions with qualitative research. Design The Journey.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Lumoa

MARCH 9, 2023

Let’s look at exactly what kind of information you can mine through the right customer satisfaction survey questions and having a thorough customer feedback strategy. How you design and set up your website is one area where feedback from customers can be incredibly helpful. Think about who your customers are as people.

Feedback 208

Feedback Strategy Survey Customers 208

GetFeedback

JUNE 16, 2019

The fact is, many questionnaires aren’t designed well, which leads to poor response rates and a lot of wasted effort. The key to driving responses is taking a thoughtful approach to creating a well-designed questionnaire that encourages your customers to share their valuable thoughts with you. Structure questions carefully.

Survey 276

Survey CRM Tips Feedback 276

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. Blogs for Product Managers. An approachable best-seller that will expand the way you think about applications of research.

Resources 80

Resources Management Conference Groups 80

GetFeedback

DECEMBER 17, 2018

If you’re reading this and thinking, thanks Sara for making me feel more nervous about creating a good survey , I have some good news for you: At GetFeedback we’ve got years of experience (with many trials and errors) in developing the perfect customer survey. Align questions with your business goals. Stick to 5 questions or less.

Customer Journeys 223

Customer Journeys Survey Net Promoter Score Effort Score 223

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

GetFeedback

SEPTEMBER 25, 2018

Surveys are only as good as their: Design, Alignment with business goals, and. Here, we’ll go over the design, business goals, and placement that makes for better customer surveys. Customer survey design 101. The better designed the surveys are for your customers, the higher survey completion rates will be.

Customer Journeys 207

Customer Journeys Survey Net Promoter Score Effort Score 207

GetFeedback

MARCH 20, 2019

The old school, 20-question survey is no longer acceptable — customers value their time too much. You’ve got to design a survey that looks enticing to customers and can also get you the necessary insight. Include specific details in your survey questions and answers (e.g. Ask new questions. Keep your questions short.

Customer Journeys 255

Customer Journeys Survey Net Promoter Score Touchpoint 255

Experience Investigators by 360Connext

OCTOBER 13, 2014

But customer experience will drive the success of the business, and like it or not, if you plan on scaling your business at all, it means asking yourself some critical questions about the actual experience you want to design and deliver. Design your ideal customer experience by asking and answering these five key questions.

Customer Experience 301

Customer Experience Social Media Consulting Employee Engagement 301

Comm100

JANUARY 17, 2024

This includes everything from answering frequently asked questions to routing customer inquiries to the appropriate department or agent. By leaning into automation, businesses can not only meet but exceed the modern customer’s expectations, positioning themselves as forward-thinking and customer-centric in a competitive market.

Customer Service 187

Customer Service Chatbots Technology Interaction 187

ShepHyken

AUGUST 18, 2017

Leading Questions — Known within psychology as priming, leading questions are designed to elicit a particular response. This question is phrased in a way that assumes the customer is at least somewhat satisfied. It’s probably not how customers think about their experience in a store like Gap.

Survey 81

Survey How To Retail Customer Satisfaction 81

CX Journey

OCTOBER 24, 2018

Image courtesy of Pixabay Today I'm pleased to share another guest post by Lexie Lu of Design Roast. Everything from the overall design of the pages to customer service to overall functionality plays into CX. Think about what kind of guarantee you can offer to your customers. How can you turn that into a promise?

Omni-Channel 237

Omni-Channel Customer Experience Social Media How To 237

ShepHyken

DECEMBER 13, 2019

This awareness is highly valuable because it informs your choice of projects; do you need to implement a program designed to prove the case for CX, or should it be a magic fix to a pressing problem? Leslie Cottenje notes that it is important to question: how real is the demo? Consider the number of critical APIs that are embedded.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

SurveySensum

JANUARY 17, 2024

That means companies need to catch up on what two-thirds of customers think. After working with many businesses across different industries, this fact got me thinking: Why isn’t having a good survey enough? Imagine answering tons of confusing questions with no clear agenda—because nobody has time for that!

Customer Satisfaction 52

Customer Satisfaction Survey Feedback Groups 52

ShepHyken

JANUARY 12, 2018

Customer service designs that are remarkable get talked about. No question. We often get questions and comments on delivering great customer service and experiences. We often get questions and comments on delivering great customer service and experiences. From clients and customers commenting on our blog.

Customer Service 95

Customer Service Policies Customers Customer Experience 95

2020 Research

NOVEMBER 17, 2023

Here’s why we hold fast to the principle when designing our discussion guides: Respectful and Appropriate: Understanding Consumer Preferences When it comes to delving into why someone chooses to purchase a particular product, it’s crucial to be sensitive and avoid invasive or judgmental questions.

Tips 105

Tips Retail Consumers Policies 105

Experience Investigators by 360Connext

OCTOBER 2, 2018

When you are asked about a design or an idea, ask the presenter what customers will think. The Big Idea Leader takes those small moments of reviewing a dashboard and asks big questions. What do you think would happen if we offered an unlimited product offering? Did we find out? Would our Customer Lifetime Value go up?

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

SurveySensum

DECEMBER 5, 2023

Did you know that a staggering 62% of people navigate away from websites simply because of unattractive website design? This is a stark reminder of how crucial it is for websites not just to attract but also to retain visitors through a well-crafted design. This is where the website design feedback survey comes in.

Feedback 52

Feedback Survey User Experience Examples 52

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. But before I outline those 10, there's an even bigger issue that needs to be addressed: thinking that you don't need to listen to customers or ask for feedback at all ! Keep it simple.

Survey 146

Survey Metrics Feedback Social Media 146

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Continually ask questions that allow them to express their unique strengths and their personal goals within the company.

Culture 86

Culture Company Communication Employee Engagement 86

Customer Bliss

MARCH 5, 2019

They think about their customers’ emotions first. 2 Best-in-Class Brands That Design with Emotions in Mind. Similarly, Zappos Adaptive was designed around the emotions of their consumers with physical disabilities. Read more articles about Danny Meyer and Zappos here on my blog.]. Learn more.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

Beyond Philosophy

JANUARY 20, 2020

Since you had already given me $1, you might think, “Well, what’s a little bit more?” As soon as you start answering questions or getting involved, you give them hope. . In other words, when Lorraine started answering questions, the salesperson took her answers as a sign of her interest. .

Advertising 178

Advertising Consulting Sales Customers 178

SurveySparrow

MARCH 20, 2024

Polls are great for quickly finding out what people think. In this blog, we will be discussing – How to make a poll on Google Forms? Step 5: Add More Questions Add more poll questions by following Step 4. Repeat the process until you have enough questions for your poll. Otherwise, go with the checkbox.

How To 52

How To Social Media Survey Analytics 52

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

2020 Research

APRIL 4, 2023

Well-structured research begins with questions that are as specific as possible and adequately frame the problem being investigated. This can help you identify the specific research questions that need to be answered to meet your objectives. The post How to Structure Quantitative Research Questions appeared first on Sago.

How To 97

How To Analysis Tips Study 97

2020 Research

APRIL 4, 2023

Well-structured research begins with questions that are as specific as possible and adequately frame the problem being investigated. This can help you identify the specific research questions that need to be answered to meet your objectives. The post How to Structure Quantitative Research Questions appeared first on Sago.

How To 97

How To Analysis Tips Study 97

Uniphore

JULY 21, 2021

‘Outside In’ Design Thinking Developing a great customer service solution starts at the design stage. An “outside in” approach requires you to think about the user experience as you design, rather than just basic functionality. List your CX goals beforehand.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. The question is: are you collecting it, storing it in a centrally-accessible “source of truth,” and using it to create a complete understanding of your customer?

Customer Service 91

Customer Service Contact Center Self Service Call Center Solutions 91

customer sure

MARCH 29, 2022

As readers of this blog know, I enjoy receiving invitations to leave my feedback. , It’s the gaming of survey design to get better scores. The survey itself was fine, not too long and asked the right kind of questions. The survey also asked the NPS question , but underneath the 0-10 scale, it provided a little key.

Survey 62

Survey NPS Measurement Customers 62

SurveySparrow

NOVEMBER 30, 2023

Let me pose a question to you: Why do some surveys excel at extracting meaningful and valuable data effortlessly? The answer lies in the questions they ask. Well, when it comes to questions, there are primarily two types: open-ended and close-ended questions. This blog will go into the nuances of close-ended questions.

Survey 52

Survey Net Promoter Score Analysis Transportation 52

SurveySparrow

JANUARY 31, 2023

In this blog, we will share a list of 60 website usability survey questions that you need to ask when designing or redesigning your website. General Website Usability Survey Questions Website Interface/Design Questions Navigation Questions Content Questions Payment & Subscription Questions Accessibility Questions #1.

Survey 52

Survey Video User Experience Interaction 52

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. Before you schedule a meeting, think hard about how to make the most of that time. Meetings should have designated leaders, note-takers, and time-watchers.

Strategy 48

Strategy Meeting Conference Culture 48

SurveySensum

NOVEMBER 20, 2023

The reason can be anything such as a poorly designed website, taking a lot of time to load, not mobile-friendly, etc. Also, 94% of negative website feedback received was about design-related. Now, by collecting website feedback, you’ve learned a lot about what your users think about your products. That’s shocking!

Customer Journeys 52

Customer Journeys Feedback Touchpoint Survey 52

Beyond Philosophy

JULY 13, 2023

For example, a large telecom company designed an AI system to identify customer churn. Those who have read The Hitchhiker’s Guide to the Galaxy might agree that it’s a bit like the supercomputer Deep Thought telling us the answer to the question of life, the universe, and everything is 42. Then, we could test them.

How To 143

How To Competitive Advantage System Social Media 143

CX Journey

OCTOBER 11, 2017

It appeared on their blog on March 24, 2017. If you haven't, then it's time to start thinking about your surveys differently. What are some of the areas that you need to consider as you design the survey experience? And then make sure the topic and the questions are relevant for the audience. Why are you listening?

Survey 118

Survey Feedback Touchpoint Customer Experience 118

ProProfs Chat

OCTOBER 4, 2020

The need to get a better understanding of what their customers think of their brand. . In this blog, we will reveal the right answers and a lot more. A questionnaire can be defined as a research instrument consisting of a series of questions to gather information from respondents. Read More: 250+ Survey Question Examples.

Survey 98

Survey Analysis Tips Groups 98