InteractionMetrics

NOVEMBER 26, 2019

While it feels good to reciprocate, let’s be clear: a Thank You Survey isn’t capturing objective facts about the customer experience. If your associates email the survey or, at the end of a call, take customers to a screen to provide feedback, you’re doing a Thank You Survey. So, give and then give more!

Double-Barreled Question 52

Double-Barreled Question Construction Customer Feedback Customer Survey 52

InteractionMetrics

NOVEMBER 26, 2019

While it feels good to reciprocate, let’s be clear: a Thank You Survey isn’t capturing objective facts about the customer experience. If your associates email the survey or, at the end of a call, take customers to a screen to provide feedback, you’re doing a Thank You Survey. So, give and then give more!

Double-Barreled Question 40

Double-Barreled Question Construction Customer Feedback Customer Survey 40

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. How can we increase customer loyalty?

Mystery Shopping 40

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