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    Why non buyer feedback is so elusive but so powerful

    Visitor or customer surveys are so common place, and rightly so, as the information gained can greatly assist an organisation to make informed decisions on service improvement, marketing, products, services, staffing levels and training. But many surveys only capture the visitor who pays, or the customer who transacts. What about the rest of the party, the browser or the non buying customer - where there was an intention to buy but they either couldn’t or wouldn’t complete the transaction?

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    Mastering the art of “active listening” for customer insight

    Great customer surveys enable brands and organisations to get close to their customers. We all love to be listened to and understood - it's human nature! When I feel listened to I engage more, and when I engage more I'm in a better place to transact.

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    Ten Tips on How to write a Customer Experience Survey

    Ten tips for writing a customer experience survey or questionnaire

    A poorly designed questionnaire will affect the quality of data gathered and therefore the resulting reports will lack accuracy. But get it right and not only will you get improved response rates, but the information will be actionable.

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    In customer experience it’s the little things done well that really matter

    For any organisation that's already serious about providing an excellent customer experience, the little things really matter. In fact, over time, the little things become the big things.

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    3 reasons why Smiley Face Surveys don't always work

    I'm sure you've seen a smiley face survey, but do they always work?


    I'm sure you've seen smiley faces in surveys. They're clever for many reasons, not least because:

    • they are effectively multi-lingual
    • remove the need for text to be read
    • enable many different abilities to respond
    • are quick and simple for gaining a response
    • ...and are suitable for most age groups.

    Great, so we should all use smiley faces for feedback right? Well no, it's not quite that simple.

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    Why? How powerful is that question in your Customer Experience surveys?

    If we really want to know what our customers are experiencing, good, bad or indifferent, then we have to ask the question: why?

    The ‘why’ question can become the bane of parents lives, children have a thirst for knowledge and a strong desire to get to the root reason for things. They’re inquisitive. For some reason adults often lose this passion for deep understanding.

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    5 keys for effective touch screen surveys


    The new and growing trend of touch screen Customer Experience Surveys in retail stores, hospitals, local government facilities and other public locations is gathering pace...

    Much of the growth follows on the back of the dwindling effectiveness of online surveys. Survey fatigue means that organisations are looking for new ways to engage with their shoppers and service users.

    However, it's not as easy as just taking a paper or online survey and replicating it on a touchscreen device.

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    10 reasons to use real-time customer experience feedback

    Around 70% of the customers who leave you do so because they perceive you are indifferent to them.

    Real-time feedback is a potent driver of success

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