Zendesk

JUNE 29, 2023

As the company has grown, the evolution of customer service has focused on finding a balance between the art of customer engagement and the science of metrics, reporting, systems, and strategy. Because I think that is what we’re all about—and making sure we’re getting the right balance of art and science for our brand.”

Customer Service 52

Customer Service CX Start-ups Voice of the Customer 52

InteractionMetrics

AUGUST 8, 2023

Examining every comment or getting feedback from every customer is simply unnecessary for achieving accurate data. In fact, if you fail to sample your data, you may inadvertently skew your results. We only need to tag about 370 of them (per customer population) to make an objective analysis. We can already tell you’re smart!)

CX 52

CX Manufacturing Start-ups Customer Feedback 52

Experience Investigators

NOVEMBER 7, 2023

The answer and best strategies are backed by science and decades of social behavior. Customers need to gain a clear value from your product or service, believe your brand is an authority in your space, and trust you with their time, money, and data. They also need consistent experiences that prove they can count on your team.

Customer Retention 98

Customer Retention Social Media Customer Loyalty Start-ups 98

InteractionMetrics

OCTOBER 25, 2023

Objective DEI survey questions helped Orange County Fire Authority build its programs based on science-driven data. Start with Facts Coming from a scholarly background, Julián knew that without a data-driven approach to gathering employees’ thoughts and opinions, the chances of a DEI program successfully taking hold would be limited.

52

52

InteractionMetrics

DECEMBER 8, 2023

How will you act on the data? Truth A: Not All Data is Equal Analysts often treat all dimensions of the customer experience as equally important. To avoid this mistake of treating all data equally, use a weighting factor. Sometimes, numerical differences in your data are too small to be significant. They aren’t!

Customer Feedback 52

Customer Feedback Construction Mystery Shopping Net Promoter Score 52

InteractionMetrics

JUNE 19, 2020

And this applies not just to survey comments but other sources of customer data like reviews, chats, interviews—all of which can give insight into why customers feel, think, and rate the way they do. While unstructured data like this may appear to defy quantification, that’s not actually the case. AI-based Text Analytics.

Unstructured Data 52

Unstructured Data Text Analytics Net Promoter Score AI 52

Beyond Philosophy

NOVEMBER 27, 2020

These projects came with a collective price tag of around $900 billion. Few companies have data on which of these drivers is most important for their customers. Organizations do have data, but it tends to be fragmented. One of the things I love about digital experiences is all the data you can collect, even about emotions.

Net Promoter Score 150

Net Promoter Score NPS Customer Experience Technology 150