Customer Feedback: Could we improve response rates by adding a question?
Barclays have been in the news a lot lately but this post is not about their transgressions. What it is about is an online customer feedback survey (see image below – click to enlarge) that I have seen...
View ArticleMapping Surveys to the Customer Journey
Avoiding the trap of surveying too early, too late, or too many things at the same time. Many companies diligently survey their customers and work hard at doing it well. They also aim to keep the...
View ArticleSome people say that customer surveys are dead, they’re wrong and here’s why
I recently saw the headline of an article on MyCustomer.com called: The Deadzone: Why customer surveys are dead. Having a keen interest in customer service and experience, I was intrigued by the...
View ArticleIs 2% OK with you? Five ways to dramatically improve your customer feedback...
Asking customers for feedback is an essential part of the improvement process for any business and, I’m pleased to say that, many companies now do ask their customers for feedback whether it is using...
View ArticleWhat a BBC Radio sports programme taught me about customer surveys
Recently on my own blog I wrote a piece called: Is 2% OK with you? Five ways to dramatically improve your customer feedback survey response rates. In the article, I advocated for companies to do five...
View ArticleCustomer Feedback: Could we improve response rates by adding a question?
Barclays have been in the news a lot lately but this post is not about their transgressions. What it is about is an online customer feedback […] The post Customer Feedback: Could we improve response...
View ArticleMapping Surveys to the Customer Journey
Avoiding the trap of surveying too early, too late, or too many things at the same time. Many companies diligently survey their customers and work hard […] The post Mapping Surveys to the Customer...
View ArticleSome people say that customer surveys are dead, they’re wrong and here’s why
I recently saw the headline of an article on MyCustomer.com called: The Deadzone: Why customer surveys are dead. Having a keen interest in customer service and […] The post Some people say that...
View ArticleIs 2% OK with you? Five ways to dramatically improve your customer feedback...
Asking customers for feedback is an essential part of the improvement process for any business and, I’m pleased to say that, many companies now do ask […] The post Is 2% OK with you? Five ways to...
View ArticleWhat a BBC Radio sports programme taught me about customer surveys
Recently on my own blog I wrote a piece called: Is 2% OK with you? Five ways to dramatically improve your customer feedback survey response rates. […] The post What a BBC Radio sports programme taught...
View ArticleAre your surveys aligned to your customer’s journey?
Recently I took a flight from London to the U.S. for work. Before getting to the airport, I made sure I had checked in online and […] The post Are your surveys aligned to your customer’s journey? first...
View Article7 Best practices for designing a customer survey
This is a guest post by Yaryna Myrka, Content Marketing Assistant and Author at Rioks. When it comes to launching a new product or leveraging the […] The post 7 Best practices for designing a customer...
View ArticleThe value of putting heart into your customer and employee listening
Recently I came across a quote from Donella “Dana” Meadows, an American environmental scientist, educator, and writer and author of the books The Limits to Growth […] The post The value of putting...
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In three years gig experts will be able to do everything agents can do in the...
Today’s interview is with Roger Beadle, the co-founder of Limitless, a gig-economy platform that addresses some of the biggest challenges faced by the contact centre industry: […] The post In three...
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Predicting the future of customer experience (CX)
This is a guest post from Nikhil Pereira, Customer Experience (CX) Practice Leader at Tech Mahindra. What is customer experience and why is it important? Customer […] The post Predicting the future of...
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The 3 pillars of agent happiness – Interview with Tue Søttrup of Dixa
Today’s interview is with Tue Søttrup, Chief CX Evangelist & VP CX Excellence at Dixa, a customer service platform that generates value for brands and customers […] The post The 3 pillars of agent...
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Expert tips on looking after the mental health of your contact centre employees
This is a guest post from Julie Mcintosh, Chief Culture Officer at Kura, the largest independent outsourcer in the UK. Employee mental health is in the […] The post Expert tips on looking after the...
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The impact hateful and toxic social media content has on your customers and...
Today’s interview is with Joel Bailey, the Product & Service Director at Arwen, a technology platform that uses AI to remove unwanted content from social media […] The post The impact hateful and...
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Writing well: the new old-fashioned way to make an impact
This is a guest post by Robert Kelsey, bestselling author of Writing Well for Work and Pleasure offers hope for those fearing the new “thought leadership” […] The post Writing well: the new...
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Using customer experience as a tool to drive economic development – Interview...
Today’s interview is with Mandisa Makubalo, the CEO of Unlimited Experiences SA, the 1st 100% black women owned CX Management Consultancy in South Africa, a global […] The post Using customer...
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