InteractionMetrics

APRIL 16, 2024

Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has emerged: Customers are more dissatisfied than ever. The Usual Definition of Customer Experience Many companies, such as Zendesk, Oracle, etc.,

Customer Experience 52

Customer Experience Mystery Shopping Net Promoter Score AI 52

Callminer

FEBRUARY 27, 2019

“As VoC data developed to provide the foundation for designing a superior customer experience, it is imperative to consider what kind of information you can accumulate while executing a VoC program, there are three types of VoC data: Direct feedback: This is the feedback that your customers expect to provide directly to you.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

InteractionMetrics

MAY 28, 2019

Methods outside of surveys include customer interviews, mystery shops, and customer service evaluations. Customer Interviews: Give you an in-depth view of your customers’ expectations versus their perceptions. Mystery Shops: Reveal customer service insights, especially regarding specific scenarios.

Mystery Shopping 40

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

CX Journey

APRIL 25, 2018

Customers are yearning for better experiences. How do you know what your customers’ expectations are? Are you listening to customers? Improve the experience: understand the customer, what she’s trying to do, and how well the company is performing against that so that you can redesign a better experience 3.

Mystery Shopping 58

Mystery Shopping Touchpoint Start-ups Education 58