Beyond Philosophy
MARCH 7, 2019
To measure something like customer emotions in your Customer Experience, you need the proper tools. I spend a lot of time thinking about measurement tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience. Tool #1: Surveys. Tool #2: Ethnographers.
CX Accelerator
JUNE 8, 2020
Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.
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PeopleMetrics
MARCH 11, 2025
A company investing in VoC clearly cares about the customer experiencebut if your survey looks like an afterthought, what message are you really sending? Remember, the survey experience IS part of the customer experience! Customers notice when a survey is slapped together with a generic, low-budget tool. The result?
Beyond Philosophy
OCTOBER 11, 2024
He suggests that feedback should be short and simple to encourage participation, using tools like micro-surveys (e.g., We wrap up with practical tips on gathering meaningful feedback, including choosing the right channels, keeping surveys relevant and concise, and acting on the feedback you receive. quick emoji selections).
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43% of survey respondents were using homeworking, with 5% running a pilot scheme or about to set one up. Employees and employers are now used to working from anywhere and finally have the collaboration and communication tools to do so. In 2020, driven by the need to react to the pandemic, these figures were 75% and 5% respectively.
ShepHyken
DECEMBER 9, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is survey fatigue? How can negative feedback act as a valuable tool in preventing customer churn? Why should companies prioritize genuine feedback over high survey scores?
ShepHyken
FEBRUARY 24, 2025
By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve. While surveys are still important, the advent of social media and other digital platforms provides customers with new ways to provide feedback.
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We surveyed 1,000+ GTM professionals to find out. But leaders say mainstream AI tools still fall short on accuracy and business impact. AI adoption is reshaping sales and marketing. But is it delivering real results? The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
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Insights detailed within this report include: Tools marketers are using to gain deeper intelligence on current and prospective customers for better targeting and messaging. New tactics to acquire data to reach marketing goals.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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