InteractionMetrics
DECEMBER 8, 2023
Success Tip #2: T ry to eliminate all leading constructs from the questions you plan to ask customers in focus groups, interviews, surveys, etc. Then, run your questions by five individuals not associated with your project and see if they find any leading constructs. Most likely, they will. Then, rework your questions accordingly.
Callminer
JANUARY 18, 2021
Take advantage of this phenomenon by constructing your scripts to promote positive responses.” One very easy but critical way of looking at the customer journey is to mystery shop the centre and to see what it really feels like to be the customer. Minimise language barriers with better hires.
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InteractionMetrics
AUGUST 14, 2024
For a construction company handling customer service calls, the quality of information is the most important: customers want to know what products are in stock, when they can pick them up or have them delivered, and specifics about products and applications. What’s the Customer Service Consulting Process Like?
InteractionMetrics
MAY 28, 2019
Remove leading statements, skewed scales, double-barreled questions, and other subjective constructs. Methods outside of surveys include customer interviews, mystery shops, and customer service evaluations. Mystery Shops: Reveal customer service insights, especially regarding specific scenarios. Eliminate bias.
InteractionMetrics
APRIL 16, 2024
Advice is worth dwelling on because customers and employees are often happy to give constructive advice when asked. Instead, examine your customer experience from multiple angles. To zero in on your opportunities to improve, ask your customers and employees: What did we overlook? What are you seeing other companies do better?
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