“Let’s do a survey!” For many companies, this statement marks the beginning of their customer experience (CX) program. However, thinking only about the survey and questions to ask has businesses jumping in at the end of the planning process.
Customer experience professionals need to embrace a new way of thinking. Today, customers expect personalized service, the ability to customize products and services to serve their unique needs, and immediate gratification.
Who doesn’t appreciate a good roadmap? Through its evolution from accordion-folded paper the size of a poster to interactive app on a handheld device, a roadmap shows the way from where you are to where you want to go. Great, right? And whether you’re talking about a cross-country road trip or the journey to building a goal-oriented experience management (XM) program, a roadmap is an essential tool to help you get there.
Developing a survey that addresses business questions may seem easy. However, careful thought and planning must go into each survey element for the results to be useful and actionable. Consider these 25 best practice tips for creating a valuable customer satisfaction survey that helps you measure customer satisfaction and understand your customers better.
Customer satisfaction and retention go together. After all, happy customers stick around. Positive interactions develop loyalty—and that allegiance equals dollar signs.
The boss calls a meeting and starts with something like, “We need to reduce churn among our customer base,” or “We’re lagging on our quarterly revenue projections,” and maybe, “It’s time to roll out the new product line.” Then your boss asks the most important question, “What are we doing to do about it?” The answer: develop a customer experience strategy.