conversational-surveys 
Wired and Dangerous
DECEMBER 18, 2017
Customers today are “over surveyed”. Employees are trained to tell us we will receive a survey and ask that we let them know if they have not provided a 10 out of 10 service experience because they want to fix things right now as if their life depended on it!
Kayako
DECEMBER 20, 2017
That being said, nobody likes a long, boring survey either, so it’s about finding the right balance and asking questions relevant to the experience that they had. Even though you’re communicating through a screen, behind those screens you’re both just two humans trying to have a conversation. Don’t be intrusive.
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Grade.us
DECEMBER 19, 2017
You use your survey questions to draw out an amazing review. Sales conversions shoot through the roof. Willing customers answer survey questions, essentially creating more reviews. Your sales conversions continue to climb. You schedule a (phone, email or face-to-face) meeting.
CSM Magazine
DECEMBER 18, 2017
Leading customer service provider, Arvato has announced survey findings from 1,261 customer service representatives across the globe, revealing what they love about their job, the biggest challenges they face and tips to help customers solve their issues faster. Fifty three percent of surveyed representatives say interacting with a.
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When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts?
ClearAction
DECEMBER 16, 2017
How many requests are made of the same customer annually among your advisory boards, user groups, relationship survey, transaction surveys, and so on? Ironically, in our quest to manage customer experience we may inadvertently create higher expectations and establish process silos ourselves! For example, consider voice of the customer.
Customer Alignment
DECEMBER 18, 2017
Vendors such as Medallia, Qualtrics, MaritzCX, Inmoment, CustomerGauge, Rant & Rave, Confirmit, Watermelon (to name but a few) have enabled organisations to integrate their customer feedback into one place, to systematise market research surveys, to provide organisations and employees with scores vs. their (nps) target via tailored dashboards.
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While surveys have formed the backbone of CX efforts for decades, they only account for a small percentage of all customer feedback data available to businesses today. In the age of the omnichannel customer, businesses that over-rely on surveys to fuel modern CX programs are getting left behind.
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