SurveySensum

JULY 12, 2023

With customer feedback retail surveys. Customers go through various interactions during their shopping journey. By gathering customer feedback at these touchpoints, you can identify areas for improvement and tailor your strategies to better meet their expectations. Not Being Clear Enough Too Many Or Too Little Questions?

Double-Barreled Question 52

Double-Barreled Question Retail Customer Feedback Touchpoint 52

SurveySensum

JULY 12, 2023

With customer feedback retail surveys. Customers go through various interactions during their shopping journey. By gathering customer feedback at these touchpoints, you can identify areas for improvement and tailor your strategies to better meet their expectations. Not Being Clear Enough Too Many Or Too Little Questions?

Double-Barreled Question 52

Double-Barreled Question Retail Customer Feedback Touchpoint 52

CX Journey

OCTOBER 11, 2017

There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. But have you ever considered that those very surveys are another touchpoint in the customer experience?

Double-Barreled Question 47

Double-Barreled Question Touchpoint Start-ups Customer Experience 47

InteractionMetrics

JULY 29, 2024

Martha touches on why most customer experience programs aren’t scientific, how you can become more scientific in your approach, and when and how to use AI in your survey program. If they were truly scientific, we would expect higher NPS and ACSI scores, and we would be having routinely good customer experiences.

Double-Barreled Question 52

Double-Barreled Question CX Construction NPS 52

PeopleMetrics

OCTOBER 29, 2019

If providing feedback takes longer than the actual customer experience, you have a major problem! So, if you’re measuring a customer experience that normally lasts three minutes using a survey that takes ten minutes, it’s time to go back to the drawing board. Most customers will not even read this, let alone answer it.

VOC 61

VOC Double-Barreled Question CEM B2C 61

InteractionMetrics

MAY 28, 2019

Here’s my shot at a definition: Customer Listening is a research-driven discipline that requires an open, curious, and scientific state of mind. It seeks concrete insights to improve the customer experience and it explores customer successes, friction points, and missed opportunities. Now, on to the 5 standards….

Mystery Shopping 40

Mystery Shopping Double-Barreled Question Unstructured Data Non-Profits 40