InteractionMetrics

MAY 28, 2019

Qualtrics, the dominant survey software platform defines Customer Listening as, “a term that describes your customer’s feedback about their experiences”. That definition (while prevalent among customer feedback discourse) omits the crux of what Customer Listening is. Customer Listening: A Better Definition.

Mystery Shopping 40

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

InteractionMetrics

JULY 22, 2019

Modern companies should streamline their customer feedback and link customer information to their surveys. The thing about these everything else touchpoints is that they’re not ‘surveyable’. Most importantly, mystery shopping enables you to compare how competitors handle similar scenarios.

Mystery Shopping 40

Mystery Shopping Hospitality Hospitality Healthcare 40

InteractionMetrics

JULY 22, 2019

Modern companies should streamline their customer feedback and link customer information to their surveys. The thing about these everything else touchpoints is that they’re not ‘surveyable’. Most importantly, mystery shopping enables you to compare how competitors handle similar scenarios.

Mystery Shopping 40

Mystery Shopping Hospitality Hospitality Healthcare 40

CX Journey

APRIL 25, 2018

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. Identify experience and process efficiencies Identify and remove ineffective touchpoints Kill inefficient rules, policies, processes 4.

Mystery Shopping 58

Mystery Shopping Touchpoint Start-ups Education 58

Callminer

FEBRUARY 27, 2019

While the cost of in-person interviews is the highest among all forms of interview, it is still considered to be the most useful form for building trusting customer relationships. Hospitality isn’t just about providing what a customer (guest) asks for. Analyze your customer feedback data and scrutinize it. “A

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

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