QuestionPro Audience

Declaration of War? North Korea and What Americans Think About Recent Threats

QuestionPro Audience

In July 2017, North Korea announced that it had fired the first intercontinental ballistic missile capable of hitting the United States’ mainland. President Trump responded by using his favorite social media platform, claiming that the North Korean leader and its government had nothing better to do.

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.

Trending Sources

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.

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The Best Way to Boost Your Survey Response Rate

QuestionPro Audience

One common dilemma we often hear from researchers is that they are investing a great deal of time, resources, and effort to develop a high quality survey, but their survey response rates are declining, as is their online data quality—leaving them unsatisfied with the outcomes of their research.

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Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

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.

The Landline Survey: An Antiquated Methodology

QuestionPro Audience

Back in the 1990’s, virtually every household had a landline, and people would answer the phone and talk to survey research callers. However, times have changed, even though some researchers are stubborn about admitting the change.

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.

The Best CX Leaders ROCK at These 3 Things

360Connext

For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. The journey is just as important as the product!” Who knew!?)

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How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

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.

7 Pillars of a Strong Culture

CX Journey

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. It's really the foundation of the organization.

Improving the Respondent Experience

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. It appeared on their blog on March 24, 2017. There's a lot of talk about improving the customer experience.

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

ijgolding

This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You can read the story here….

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5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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).

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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

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How To Lose 680k Fans In 4 Paragraphs: Customer Experience Lessons from EA’s Star Wars Battlefront 2 Disaster

Comm100

This week, EA made a splash on Reddit by posting what would become the least popular comment in the site’s history —with over 680,000 users downvoting EA’s reply to a Reddit thread about the role of microtransactions in the upcoming video game Star Wars Battlefront 2.

Why Businesses Need Social Media

ReviewTrackers

This article was written by Kristen Herhold. Kristen is a content writer and marketer at Clutch , a B2B research firm in the heart of Washington, D.C. Connect with her on LinkedIn , or reach out with any questions, comments, or concerns at kristen@clutch.co or 202-840-6690.

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.

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.

5 Ways to Break Down Digital CX Silos

MaritzCX

What are some best practices for developing a digital customer experience across silos especially when different product owners have different roadmaps? In a perfect world, all organizations would operate like a well-oiled machine.

The Emotional Foundation of Every Customer Experience

MaritzCX

Here’s the scene: Orlando, FL, where it is currently 85 degrees Fahrenheit with 100% humidity – and that’s INSIDE the airport. My family of 7 (three kids, ages 3, 9 and 10, my two parents, my husband and myself), are en route back home after a wonderful Disney vacation that had a hiccup or two.

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.

5 Customer Satisfaction Templates You Can Use Right Away

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

Every Day Should Be CX Day

MaritzCX

An American song artist once wrote, “Every day I’m shufflin’ shufflin’ shufflin’”. Really, that sums up what customer experience (CX) should be—something you do every day. Having a pleasant CX experience isn’t a destination or goal you achieve, but rather, a mindset you have.

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.

Customer Experience Lessons from a Crew Regatta -

Kristina Evey

Crew Takes Teamwork – Just Like CEX. Customer Experience Requires Teamwork. Teamwork was the focus of my weekend recently. Two of my kids just finished their last crew regatta of the fall season. We were up in the Leelanau Peninsula in Michigan and the scenery couldn’t have been better.

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.

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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?