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How customer intelligence software helps companies fight the survey epidemic

Alida

Jon Reed, the co-founder of the website diginomica , is sick and tired of surveys. Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If If my toothpaste company knew when I finished brushing, they would send me a freaking survey.”.

Software 169
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Is the Chief Experience Officer a Worthwhile Addition to the C-Suite?

Retently

If we are to look at the available research, we’d see that – back in 2004 – Forrester Research did a report that showcased how important a more centralized approach to the customer experience is. According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization.

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Why You Need a Closed-Loop Survey—and How to Do It!

InteractionMetrics

I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. Two things are for sure: 1) companies care endlessly about their NPS survey scores and 2) many tout customer experience as a differentiator. ” Closed-Loop Surveys are for ALL Companies. Simple requests were rewarded by silence.

Survey 52
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Why is (micro-) Segmentation the Most Critical Ingredient in Retaining Your Customers?

Optimove

In a recent CommerceNext survey of CMOs, “Retention/Loyalty Marketing” was named the area where marketing leaders are looking to increase their investment the most. So, would presenting a different offer to small groups of consumers with similar attributes generate more uplift than sending the same offer to all consumers?

Groups 98
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CX vs. UX: The Yin and Yang of Customer Loyalty

InteractionMetrics

A killer product alone is never sufficient to retain customers, and studies have found that up to 86 percent of consumers will stop shopping with a company due to just two poor customer experiences. [i] Test : End where you started: with the consumers. i] In this way, having a customer experience czar makes a whole lot of sense.

Loyalty 52
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Yelp Fact Sheet: Stats Your Business Needs to Know

ReviewTrackers

Yelp is one of today’s most popular online review sites, with the unique power to influence purchase decisions and consumer behavior. Consumers often check Yelp. According to the 2018 Online Reviews Survey by ReviewTrackers, approximately 45 percent of consumers say they are likely to check reviews on Yelp before visiting a business.

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7 Key benefits to feedback loops, plus examples

BirdEye

By analyzing customer survey scores and reading customer comments, these managers can quickly act to resolve customer frustrations. You can also proactively collect feedback by using additional resources, such as a net promoter score survey, also known as an NPS survey, or gathering information from employees working directly with customers.