InteractionMetrics

MAY 16, 2024

Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! What Are Customer Experience Research Firms?

Net Promoter Score 52

Net Promoter Score Customer Experience Mystery Shopping NPS 52

Callminer

FEBRUARY 27, 2019

Social media has made negative experiences much more dangerous for companies as the reach of criticism is magnified. Getting the customer experience right and keeping it right is more important,’ he says. Focus on gathering ‘actionable insights.’. So what’s the difference between insightful and non-insightful data?

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

CX Journey

MARCH 31, 2016

Reduce the Waste In sharp contrast, video mystery shopping is impervious to such characteristic flaws, making the information obtained far superior in terms of reliability and usability for improvement. Capturing employee performance on film documents all aspects and nuances of a customer’s experience without subjectivity or bias.

Mystery Shopping 39

Mystery Shopping Actionable Insights Customer Survey Customer Retention 39

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