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Surveys Don't Sell!

CX Journey

Tareq shared with me an article that suggested, nay, outright stated that "the easiest way to grow sales and double customer loyalty is to send a survey and then do nothing with the feedback." The article is based on research that was summarized in an HBR article in May 2002. customer feedback survey design surveys voice of customer'

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How Bruce Temkin shaped the CX profession – and how he’s doing the same for XM

Qualtrics

After that, I ran several parts of the research organization, including the financial services, CRM, eBusiness, and customer experience groups. I expanded the CX focus beyond user experience to enterprise-wide topics, such as voice of customer programs. For CX to thrive, it needed a community of professionals.

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