Tags: surveys*

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  1. We’re all witnesses to the fact that mobile app usage has exploded in the last few years. So don't forget to employ surveys in-app too! Here are a few champion survey templates for your mobile apps!
    https://marketplace.mopinion.com/products-category/mobile-apps/
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  2. Customer experiences (CX) are often the defining factor that sets a business apart from its competitors. Make sure your CX goes above and beyond that of your competitors and employ one of these surveys.
    https://marketplace.mopinion.com/products-category/customer-experience-cx/
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  3. Mopinion is proud to announce the launch of its very own survey marketplace! It’s the perfect way to learn more about the ingredients needed to create and employ powerful online surveys. Choose from one of our eight survey template categories and access nearly thirty live template examples, a list of benefits for each survey, and advice on which questions to use.
    https://marketplace.mopinion.com/survey-templates/
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  4. Conversational surveys such as Wizu massively improve the survey experience by offering a more engaging, interactive and personalised survey. In some ways conversational surveys are going back to the old-style face to face interviews by gaining deeper insight through conversations. However rather than deploying hundreds of interviewers armed with a clipboard, you can utilise one chatbot to conduct your surveys.
    https://www.mycustomer.com/community/blogs/wizu/5-reasons-to-be-using-conversational-surveys/
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  5. Everybody who conducts surveys and collects customer feedback with the objective of measuring or improving Loyalty or Customer Satisfaction will at least consider “identifying drivers”, if not executing a method to do so. There are many ways to identify the drivers of an outcome metric such as Loyalty or CSAT. Some are more common, some less, and there are many varying schools of thought on how to implement techniques. What’s the right way of doing it? It all depends. It depends on the business objective, the need for information, and how the findings will be used.
    http://customerthink.com/what-drives-loyalty-really-do-you-want-a-car-with-four-wheels-or-good-service/
    Tags: , , , by eringilliam (2018-03-28)
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  6. Stories are a better way to learn a customer's true experience, and the value they received. Of course, you can ask for examples on your surveys. But nothing replaces a conversation where you can go deep. Probe through dialogue. Gather real insights rather than platitudes.
    https://www.inc.com/stephen-shapiro/how-to-know-if-your-customers-are-really-satisfied.html/
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  7. Surveys are ubiquitous. Customers have grown accustomed to seeing survey links at the bottom of receipts and receiving survey invitations by email. The good news about the proliferation of surveys is that it shows more companies are taking customer experience (CX) seriously.

    The bad news: customers are apt to experience “survey fatigue”—and less likely to respond to survey requests.

    You can combat survey fatigue by designing smart surveys that capture meaningful CX feedback from your customers. Our list of five survey mistakes will help you avoid common pitfalls and grow your response rates.
    https://customerthink.com/avoid-these-5-survey-mistakes-to-gain-more-cx-feedback/
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  8. Forrester recently published a paper on the future of customer experience measurement and they didn’t mince words with comments like:

    • “CX leaders told us that their response rates are declining, especially among younger customers”
    • “Today’s empowered customers reject old-school CX surveys”
    • “Even companies that have an advanced CX measurement program need to innovate further to remain relevant and effective.”

    They have some great examples embedded in the paper, but I’m starting to hear some variation of, “OK. I’m on board with what Forrester is saying, but specifically, what do I need to do to get more feedback and more thoughtful feedback?”

    Here’s how I’m seeing Forrester’s concepts applied successfully:
    http://customerthink.com/the-future-of-customer-experience-measurement/
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  9. When the topic of customer satisfaction arises, the modern mindset leaps immediately to the traditional retail realm of B2C relationships and starts compiling all the exciting new ways to keep track of, as well as boost their success. Yet, this same mindset is becoming increasingly essential in the world of B2B, since a customer-focused approach dictates the long-term success and the quality of relationships built in both B2B and B2C. You may not create a standard questionnaire or stick to a classic social media scheme to delve deeper into the minds of your customers, but B2B is in dire need of redirecting their focus to their customer pool.
    https://customerthink.com/how-to-measure-b2b-customer-satisfaction/
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  10. If you’re running a business that deals with customers, which is every business, customer feedback is critical. Feedback gives you an idea of how satisfied your customers are with your products and services. Additionally, with the right services you can also figure out how to improvements to your products and services by leveraging the feedback you are gathering from your consumers.

    So let’s take a look at seven (7) key methods you can use to get customer feedback and grow your business.
    https://www.besttechie.com/7-best-ways-gather-customer-feedback/
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