Tag: Customer Insight

Why Most Surveys Suck

Let’s be honest, most surveys suck. When was the last time you said, “Wow! That was a great survey experience,” as a customer? I’ve never heard those words. I know for a fact that surveys can improve the lives of experience managers and customers alike, and there’s no shortage of data, expert advice, and consultants ...

“NOF” Not Our Fault = Is An Opportunity

Imagine sitting in your quarterly meeting. They’re discussing your department’s performance metrics.  For five minutes, you worry, “this isn’t going in my favor!” Your mind is racing, breathing growing more rapid. Feet begin tapping, uncontrollably. Your hand is tentatively rising, reaching the side of your head. You desperately want to cut in. You badly want ...

Who’s Taking Your Survey: Design With These Customers In Mind

Originally published by ICMI. Read the full article at icmi.com. Great communicators and leaders will tell you the importance of considering your audience before starting any endeavor. Surveys are no different, but who is this mysterious audience? What do they want from us, and how do we get them to offer us constructive feedback? Regardless ...

Accelerating Feedback, Justifying Development, and Anticipating Questions with AI

Customer support is about expectations, and the expectations that customers have today were shaped by their previous experiences. No customer experience exists in a vacuum either. Expectations for all service providers are influenced by all service providers in every industry. Consumer expectations are changing all the time. As businesses scramble to get a competitive advantage ...

McDonald’s Survey: 5 Reasons I’m Not Lovin’ It!

McDonald's is the epitome of fast-food and uses a quintessential restaurant survey. That doesn't mean they got it right. I’ve served up 5 lessons for you, no purchase necessary.

We’ve Poisoned the Self-Service Well

Self-service technologies like interactive voice response (IVR) and chatbot systems have a bad reputation. Many customers view them as roadblocks in their journeys, pain points to be eliminated. The technology was well intended, but as Peter Drucker said, “culture eats strategy for breakfast.” Have poor implementations contaminated the water? It’s true, the water has been ...