InMoment XI

AUGUST 18, 2022

If you are looking to unlock a true return on investment in your experience program, you need to go beyond sending and collecting surveys. You need to craft a strategy that enables you to use customer and employee feedback to take action in strategic areas that actually improve the experience and map to business value.

ROI 557

ROI Customer Experience Effort Score Financial 557

InMoment XI

NOVEMBER 2, 2022

The idea of CX design was relatively simple for many years. Basically, when an organization’s leadership decided to engage in customer experience design, they would deploy surveys (sometimes physically) for customers to fill out and hand back. Realizing Experience Improvement Through CX Design.

Touchpoint 324

Touchpoint Customer Experience Design Brands Customer Experience 324

ShepHyken

FEBRUARY 20, 2024

She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created. Our customers’ time is precious, and we must respect it. Even if you don’t formally ask your customers in a survey, “Do you consider your experience with us to be time well spent?,”

Metrics 150

Metrics Customer Service Measurement Customer Service Training 150

NICE inContact

JULY 30, 2019

You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short survey’s respect your customer’s time. A three-question survey isn’t too short. A six-question survey is probably too long. Find the right balance for your customers to deliver helpful feedback.

Feedback 138

Feedback Contact Center Tips Survey 138

Truthlab

NOVEMBER 27, 2018

When analyzing your survey, there are nearly infinite ways to look at your data. It may be helpful to think about different types of data in terms of how they can be […] The post Analyzing Survey Data: Mode Measurement appeared first on truthlab. In our last article, we reviewed the types of data you may encounter.

Measurement 54

Measurement Survey Data Customer Experience Design 54

Truthlab

NOVEMBER 29, 2018

When analyzing your survey, there are nearly infinite ways to look at your data. Measures of central tendency (mode, median and mean) attempt to describe a group of data with a […] The post Analyzing Survey Data: Median Measurement appeared first on truthlab.

Measurement 54

Measurement Survey Data Groups 54

Myra Golden

APRIL 4, 2019

Are Your Employees Blocking Your Customer Satisfaction Surveys? “In In about a week you’ll get a survey from us. So, if you don’t like your experience today, please don’t fill out the survey.”. In about a week you’ll get a survey from us. So, I didn’t complete the survey. It’s pass or fail.

Customer Satisfaction 45

Customer Satisfaction Survey Feedback Customers 45

Truthlab

NOVEMBER 15, 2018

Surveys are the great, misunderstood research method and there are many reasons for this, as surveys are often: Poorly done Poorly timed Right tool/wrong time Wrong tool for the job However, the most important reason why surveys often fail is that surveys are deceptively simple to create and thus can be thrown together with just […] The post (..)

Survey 54

Survey Tools Customer Experience Design Customer Experience 54

Lumoa

JUNE 9, 2020

Craft onboarding experiences, product onboarding videos , blog posts, UI changes and purchasing paths to specifically reflect the things that your customer cares the most about. For example, you can hear in your customer’s own words what they do or do not like about your product.

Ecommerce 208

Ecommerce Customer Experience Customer Journeys Feedback 208

Beyond Philosophy

FEBRUARY 6, 2021

Both scientists have been charged with applying what they know about the behavioral sciences to guide both internal decision making, and external customer decision making. Key Ideas to Improve your Customer Experience. 24:24 Wilson shares what her team looks for to resolve poor financial decision-making in their customers.

Financial 193

Financial Social Media Consulting Customer Experience Design 193

Truthlab

DECEMBER 4, 2018

Open-response survey questions are a great way to gather exploratory data. The post Setting the Stage: 6 Steps to Prepare for Analyzing Open Response Survey Questions appeared first on truthlab.

Survey 54

Survey Data Customer Experience Design Customer Experience 54

Experience Investigators by 360Connext

NOVEMBER 2, 2021

This could include demographic information, customer feedback, information from customer-facing teams like customer success, and wherever else you have information about customers. You may want to supplement this existing data with additional research like customer interviews or specifically designed surveys.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Michelli Experience

OCTOBER 12, 2016

I’ve been doing customer experience design for a long, long time. In the old days, I would have read about some intriguing customer innovation and assumed that the attempted breakthrough was crafted on a firm foundation of customer listening and data analysis.

Airlines 100

Airlines Travel How To Customer Experience Design 100

BlueOcean

MARCH 13, 2023

We’ve all experienced the particular hell that is being stuck in an endless IVR loop where you end up stabbing ‘0’ to get to a human, so we can say with assurance that customers will appreciate the sophistication ChatGPT could bring to automated customer service.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Beyond Philosophy

MARCH 27, 2021

However, these examples also represent critical areas for your Customer Experience design. In this episode, we speak with sound and smell design expert Simon Faure-Field , CEO of Equal Strategy. 05:11 Faure-Field shares how music reflects the brand personality that you want to show your customers.

Call Center 147

Call Center Transportation Consulting Customer Experience Design 147

Beyond Philosophy

OCTOBER 2, 2017

Embracing the all-encompassing nature of Customers’ irrationality. Realizing the only way to build Customer loyalty is through Customer memories. When you accept this idea, you can design your experience to evoke customer emotions that drive that irrational behavior into what is valuable for your organization’s bottom line.

Customer Experience Professionals 229

Customer Experience Professionals Trends Customer Experience Rewards Programs 229

SurveySparrow

JULY 24, 2023

A positive customer experience, on the other hand, fosters brand loyalty and increases the likelihood of repeat business. Hence, by delving into customer experience research, you can tease out key insights that enhance your overall customer experience design and elevate customer satisfaction.

Customer Experience 52

Customer Experience Net Promoter Score Effort Score Loyalty 52

Beyond Philosophy

APRIL 24, 2021

He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience. We created a fictional restaurant called Hamilton’s Fine Dining, which, you can imagine, had no budget at all for Customer Experience Design.

Customer Experience 89

Customer Experience How To Consulting Conference 89

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Investing in customer experience means creating ways for customers to STAY customers longer. Higher retention rates and lower customer churn. On average, it can mean their customers are seven times more likely to stay with them! It means creating revenue through these three areas: 1.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Beyond Philosophy

JUNE 19, 2021

However, implementing experience improvements using the theories you enjoyed learning about can be less fun and even a little frustrating if you aren’t getting the results you wanted. 18:35 We discuss how essential it is to understand your customers’ mindsets when designing your experience and why.

Consulting 89

Consulting Customer Experience Design Measurement Financial 89

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Customer Bliss

MAY 19, 2016

I came to these competencies over 30 years of observing customer-focused growth engines that worked — and many that didn’t work. Here’s the essential overview: Customer experience work is often tremendously reactionary. Leaders are responding to the last round of surveys. That doesn’t work.

Customer Experience 171

Customer Experience Social Media Leadership Feedback 171

ShepHyken

JULY 6, 2020

The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. ZDNet) Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic. by Bob Azman.

Customer Service 65

Customer Service Healthcare Customer Journeys Feedback 65

ClearAction

DECEMBER 12, 2017

Customer Centric Service Design Lynn Hunsaker. Imagine the power of pictorially summarizing your customer survey results so that stakeholders can understand possible customer experience improvements within 10 minutes!

Customer Centricity 54

Customer Centricity Return on Investment Customer Experience Design Conference 54

Beyond Philosophy

DECEMBER 9, 2021

NPS is an excellent tool, but other things should supplement it, like the Customer Experience Design. Many of you might remember how I always say that when Disney asked what people wanted to eat at the theme park, customers said, “a salad,” but people don’t eat salads at theme parks.

NPS 89

NPS Net Promoter Score Measurement Feedback 89

Beyond Philosophy

JULY 6, 2023

Finding The Hidden Things Your Customers Want So, how do you know what your customers want from you? Their survey responses? So, what they say on a survey or Yelp review is suspect at some level, because of these biases. What enchantments could the small moments in your experience deliver? Their Yelp reviews?

Hotels 78

Hotels Fashion Examples Government 78

Customer Bliss

OCTOBER 24, 2017

One of the biggest themes of this episode is the importance of using Human-Centered Design methods to transform the customer experience for internal and external stakeholders. Surveys are still a helpful tool for collecting customer feedback and assessing their needs Click To Tweet. Key Takeaways.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Lumoa

FEBRUARY 9, 2023

Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service. In the context of customer experience, customer engagement is an essential element in creating strong customer relationships and customer loyalty. Image by Retently.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Storyminers

MARCH 26, 2018

Since our founding as a customer experience design consultancy in 2002, StoryMiners has helped over 500 clients on 700+ projects in over 20 countries (and in 4 languages). Starting with surveys and following up by phone, we learned what people value and want: Less focus on processes and more on outcomes.

Social Media 100

Social Media CRM Customer Experience Design Communication 100

Beyond Philosophy

MARCH 4, 2019

Authentic emotion measurement means capturing data on customers’ emotions as they occur in real time during your experience. People researching customer emotions often do surveys where they ask the customers about how they felt during an experience. It’s a fair question.

Measurement 102

Measurement Consulting Technology Customer Experience Professionals 102

Customer Bliss

JUNE 28, 2016

M.Gemi is a start-up and Zipcar was a start-up at the time, so we spend a good portion of this episode discussing customer experience lessons for start-up businesses. If you’re immediately diving into silo’ed task work and surveys and the like, chances are your start-up will not last very long.

Customer Experience 111

Customer Experience Leadership Case Study Feedback 111

Myra Golden

APRIL 11, 2023

Another way to implement a data-driven approach is by conducting customer surveys and collecting feedback. This can involve sending post-interaction surveys or conducting focus groups to gain insights into customer needs and preferences.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

ECXO

MARCH 21, 2023

Overall, by placing an emphasis on design and incorporating it into all aspects of the organisation, businesses can create products and services that generate adoption and growth and provide a positive and more adoptable customer experience.

B2B 98

B2B Customer Experience Roadmap Culture 98

Strativity

NOVEMBER 20, 2019

It asks customers and employees to rate the importance of various customer experience touchpoints as well as their current performance at those moments. In focus groups or short surveys, we’ll literally ask what’s holding them back in different areas, from tools and technology to leadership and management.

Consulting 53

Consulting Customer Journeys Touchpoint Policies 53

Truthlab

OCTOBER 10, 2018

Surveys are expensive and time consuming to develop, run and analyze. After a survey has closed, there’s not much that can be done about a confusing question or data types you want to analyze in a specific way that were not collected.

Data 61

Data How To Survey Consumers 61

Customer Guru

FEBRUARY 23, 2018

Kuvor is the Group Head of Customer Experience and Marketing at Zoona Transactions International, a financial services organization based in Africa. That is why we invest in the external sources to track perception measurement, which is done through the customer satisfaction surveys.

Groups 112

Groups Marketing Customer Experience Financial 112

Beyond Philosophy

SEPTEMBER 19, 2019

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Causon also spoke to us about their recent research published in their UK Customer Satisfaction Index Report.

Customer Satisfaction 113

Customer Satisfaction Effort Score Customers Trends 113