Just started using a new survey tool? Collected all of your survey data? Great. Confused about what to do next and how to achieve the optimal survey analysis? Don’t be. If you’ve ever stared at an Excel sheet filled with thousands of rows of survey data and not
Are you feeling discouraged by a lack of buy-in from leadership for your customer experience (CX) strategies? Perhaps your objective is a clear CX focus for the leadership at your company, but no-one seems to support your ideas? You’re not alone. This is a very common scenario in the
Customer journey mapping is a great way to truly visualize your customer experience so that you can help drive positive change within your organization. What is a customer journey map? Let’s firstly define what a customer journey is. It’s literally every experience your customers have with you, so
Looking to improve your customer relationship survey? If you’re about to send your annual customer relationship survey, maybe you’re looking for new questions to ask, or wondering what type of open ended questions you should include. Here, we share the 5 best practice questions that we have found
If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. And on the flip side, if you have already invested in a VOC initiative, there are multiple ways you can use this data
Vodafone New Zealand has measured Touchpoint Net Promoter Score (TNPS) for many years. Three years ago, Vodafone Group migrated to an established Voice-of-the-Customer platform and Vodafone New Zealand was a key pilot market. In 2018 the company set an ambitious goal to significantly increase Touchpoint NPS across all customer-facing teams.
Do you have a lot of customer feedback collected but don’t know exactly what to do with it? Maybe you’re debating whether to hire a data scientist in-house to analyze it all manually, or go the agency route? Perhaps you’ve heard about text analytics and wonder what
Think customer loyalty programs are all about getting generic discounts, points and rewards? Think again. That was the old school way of doing things. Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce
Why do some companies succeed with their VOC program while others struggle? We now have more data on customers than ever before, but discerning your customers' “voice” from all the noise can be really difficult if you don't have a proper system in place. Organizations with a Voice of Customer
Are you doing “all the right things” but your customer experience (CX) is still not improving? There might be hidden forces preventing you from reaching your customer experience goals. Watch our webinar with CX expert Megan Burns, (keynote speaker, executive advisor and Former Vice
I can’t deny feeling like channelling Carrie Bradshaw, as I sit in front of my MacBook, feverishly typing this post, sipping on my black coffee and thinking back to past dating experiences. Well, Carrie did not have the luxury of using the plethora of dating apps we do today.
Are your surveys not performing well? Are you sending costly surveys but getting little response? Thorough planning is key to executing a successful survey. If you missed our popular webinar “Learn the 4 pillars of successful survey design”, catch the recording here. Here, you’ll learn how to