If you want to understand the customer experience (CX), you need both quantitative and qualitative CX data. Quantitative research is certainly valuable, especially leveraging rating systems like Net Promoter Score (NPS) where metrics can be tied to revenue growth. However, to get to the “why” of customer behavior you need more, and better qualitative CX […]
When evaluating customer experience you need to integrate and assess both operational data (O-data) and experiential data (X-data). While many organizations are rich in operational data, few have sufficiently acquired and utilized experiential data, yet this X-data is critical to enabling today’s companies to be disproportionately rewarded for delivering great customer service. To get a […]
Customers have come to expect more from brands as more digital communications and service channels become available for marketing and customer outreach. Today, customers can interact with vendors through their call center, their web site, via chat, via email, and using social media. This puts even more pressure on companies to assess and manage customer […]
Customer support call centers continue to be one of the most influential customer experience (CX) touch points in your customers’ journey. Designing and executing customer experience call center CX feedback systems should be one of the highest priorities in any enterprise CEM solution. Unfortunately, for many brands, a one-size-fits-all methodology has been used to develop […]
Can you have a successful omni-channel CX without IVR? The short answer is No. I recently attended a large customer experience (CX) conference and it surprised me how many companies believed they have mechanisms in place to monitor their omni-channel CX. Many of these companies have call centers that field hundreds of thousands of calls […]
Customer experience (CX) research has been experiencing dramatic evolution in the last decade which has, in turn, changed CX strategy. In recent years customer satisfaction research has been turned upside down by the rapid evolution of the digital customer experience. The historical norm of siloed customer satisfaction survey projects reported on a monthly or quarterly […]
Major brands make a big investment in deploying CX and VoC IVR surveys that reach hundreds of millions of consumers every year. Have you ever stopped to consider the impact those IVR surveys can have on your brand? Sure, following up with customers and prospects shows you care about their opinion, but what does that […]
With the evolution of consumer marketing and customer research terms change their meaning. One term that continues to be bandied about to the point it is no longer clearly defines is Voice of the Customer (VoC). VoC is an essential part of customer research, but the term has become a catch-all for any type of […]
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