QuestionPro Audience

Congratulations to QuestionPro’s Engineer of the Quarter!

QuestionPro Audience

Our Engineering and Product teams had a great quarter in preparation for QuestionPro’s second official Engineer Appreciation Day. Huge congratulations and recognition goes to Ronak Shah, Sr.

How The Total Solar Eclipse Affected Americans

QuestionPro Audience

How Has the Total Solar Eclipse Affected Americans? There are very few truly great events in this world that sporadically take place. But like clockwork, just as quickly as these events come, these events also are disregarded as the immediate past.

Data 21

Trending Sources

Driverless Cars: Are Consumers Ready?

QuestionPro Audience

The past few years have been a whirlwind for the autonomous automotive industry.

Tips to Gain High Quality Survey Responses

QuestionPro Audience

A bad dream for those crafting online survey questionnaires might go as follows… Panel members take an online survey critiquing a previous online survey in which they participated, and one that you wrote. The results are overwhelmingly negative.

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

The Future of Vendor Risk Assessments for Data Security and Governance: A Zero Trust Approach

QuestionPro Audience

Data is the lifeblood of today’s digital businesses, and protecting it from theft, misuse, and abuse is the No. 1 responsibility of every data security professional.

How to improve survey data quality

QuestionPro Audience

Numerous industry reports have consistently shown that, in comparison to other research methodologies, online research remains the dominant methodology of choice for research practitioners.

Why Customer Satisfaction Surveys Don’t Satisfy, and What to do About it

QuestionPro Audience

If you haven’t been docked in a space lab for the past 30 years, I’m sure you’ve been asked to complete a customer satisfaction survey, after a recent shopping experience, whether online or offline.

Seven Sins to Avoid When Designing a Survey

QuestionPro Audience

A year ago, we published a series of best practice for questionnaire development. This year, we would like to highlight some common mistakes that research practitioners should avoid, to ensure their data collection effort is not wasted.

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

Healthcare Research: In Healthcare We Trust

QuestionPro Audience

The current state of healthcare in America is contentious, to say the least. The media and politicians, some even overseas, offer their takes on the pros and cons on universal healthcare–but understanding the industry is not so simple.

Build the Right Customer Loyalty Program

QuestionPro Audience

It’s no secret that happy, loyal customers are your business’s most valuable asset; a loyal customer is worth up to 7x more than a new one! For that reason, consumer-facing companies find it essential to have some type of customer loyalty program.

[Webinar Recap] Customer Journey Mapping and Best Practices

QuestionPro Audience

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. David Hicks teamed up with our CEO Vivek Bhaskaran to talk about the second foundation of building a successful CX program – customer journey mapping.

Qualitative Options with Online Communities – Current and Future Trends!

QuestionPro Audience

One of the great benefits of having a community is the opportunity to run both quantitative and qualitative research. There are numerous approaches when it comes to qualitative tools with online communities. The wide range of options is what makes online communities a great fit for your research.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Is There a Difference Between Questionnaires and Surveys?

QuestionPro Audience

If you thought the answer was that they are both the same you couldn’t further from the truth. Though the two are different, they are often used interchangeably. It may sound like a semantic dispute, but hopefully the difference will be clearer by the end of this blog post.

6 Common Misconceptions Regarding Vendors’ Data Security Risk

QuestionPro Audience

Do Any of These Beliefs about Data Security Risk Sound Familiar? #1 1 If a vendor has been certified as PCI or HIPAA compliant, procurement can skip the security review. Not a good idea. Regulatory compliance is just one data point.

Emotional Research Is Here

QuestionPro Audience

Emotional intelligence, not to be confused with IQ or being emotional, is the capability of individuals to use emotional information to guide thinking and behavior. Interestingly enough, emotions are a huge driver for consumer decision-making.

A Moment of Truth in 47b

MaritzCX

Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline. As I boarded the plane and took my seat (47B), the flight attendant was broadcasting a welcome message and bragging that this was a “new” state of the art passenger jet, the most advanced aircraft on the planet.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Lessons From Leaders At Brands Where CX Is Working

Storyminers

I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. Oracle , in its recent “ CX FACTOR PROGRAM ” has done much of that research for me (and for you).

The Do’s and Don’ts of Customer Experience Management

Jacada

The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do. Read More. Jacada Blog

CEM 110

Candidate experience is also customer experience

Customer Bliss

I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to think of employees as customers as well, i.e. internal customers.

Why CX Governance Matters

MaritzCX

As the type of person who is constantly seeking connections of all sorts – physical, emotional, strategic – I find myself drawing parallels between my personal and work life on a daily basis.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Southwest Airlines gets a CX kudos during Hurricane Harvey

Customer Bliss

About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the FAA shut down Hobby. What did Southwest do? Something great from a CX perspective.

How “T-Rex Arms” Help Uncover Rich Customer Insights

Kerry Bodine

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing.

Silos don’t have to hurt your CX, but they often do

Customer Bliss

Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years.

Achieve CX Zen with Focused Reporting

MaritzCX

Focusing on what matters is essential to your daily life and to your business. Without focus, we would walk blindly through life. In the article How The Power of Focus Can Lead You To Success there is a story of a Zen master teaching his students. The Zen master wanted to show his students a.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Feeling Overwhelmed By Journey Mapping? You’re Not Alone

Kerry Bodine

Whenever we conduct one of our open enrollment journey mapping workshops , we start by asking attendees to list three words that describe their current feelings toward journey mapping. As you can see above, the top two responses are curious and excited. But overwhelmed is a close third.

Why Journey Maps?

Kerry Bodine

Journey maps have become one of the most popular tools for understanding and improving customer experiences. Case in point: more than 1,000 people have downloaded our free journey mapping template since the beginning of this year.) But why are journey maps so popular?

More evidence that customer experience is about emotions

Customer Bliss

Some interesting, if not surprising, news from the customer experience world recently. Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries.

Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

Kayako

“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” ” – Jeff Bezos CEO of Amazon. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

How 6 marketing leaders plan to improve customer experience

Vision Critical

Two-thirds of CMOs are now on the hook for improving customer experience (CX). Despite all the recent buzz about CX becoming a bigger part of the marketing function, however, CMOs have yet to really step up to the plate.

How To Choose A Persona For Your Journey Map

Kerry Bodine

In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Why is this?

How To 105

The Trouble with Mobile Customer Service Apps

Jacada

The theory behind mobile customer service apps may be sound, but in practice, the challenges to adoption are significant. Read More. Jacada Blog

How to Be 2 Steps Ahead in Anticipating Your Customer Needs

Kayako

This is a guest post from our friends over at FieldBoom. Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth.

How To 112

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?