Today we communicate through a variety of channels, some of which didn’t even exist a few years ago. We don’t talk on the phone like we used to—we text. We don’t call customer service to complain—we tweet. The only way to reach everyone today is through a variety of channels. Surveys limited to phone or …
Phone surveys are fairly straightforward for most people, because most people have been using telephones their entire lives and are used to them. Online surveys are less straightforward because not everyone is adept with a computer or trusts the internet. We have to understand these differences when designing surveys. Researchers have to develop their online …
Online Survey Design Tips for Better Customer Experience Read More »
Fraud is a Real Threat Fraud directly impacts a company’s finances and branding, not to mention customer loyalty. Yet fraud protection measures often increase operational costs and inconvenience customers. Most organizations dedicate significant resources to prevent fraud online, but this leaves few resources for call center security. A contributing factor to this is that companies …
Prevent Contact Center Fraud With Voice Biometrics Read More »
Conventional wisdom says that employee engagement affects customer service and the customer experience. Engaged, satisfied employees tend to do their jobs better, whether that’s while talking to a customer or designing an IVR call flow. But what’s the measuring stick for employee engagement? What do we ask them to delve into their psyches and find …
Ask About the Monday Blues to Measure Employee Engagement Read More »
The goal of all honest surveys is to get information that accurately depicts reality (e.g., to find out what your customers or employees really think). That’s the gold at the end of the survey. Many factors influence accuracy, including how representative the sampling is and what sorts of biases the respondents bring to the table. A …
Now that we have to consider public opinion in the conduct of foreign policy, it’s worth listening to what Kohut has to say about what his polls show. That’s former JFK advisor Theodore Sorenson introducing researcher Andrew Kohut in a 1990s meeting of the U.S. foreign policy community. Kohut, then working for the Times Mirror …
“Isn’t asking for someone’s opinion and then not doing anything substantial with it or not telling them what you are going to do following their input tantamount to not asking at all? Follow up and follow through seems to be where there is a real issue.” —Adrian Swinscoe, customer experience expert and Forbes contributor Too …
Enterprise Rent-A-Car’s Thoughtful, Focused Approach to Surveys Read More »
We all know the Golden Rule: treat others how we’d have them treat us. But its not that simple. Which us? The us who’s tired and doesn’t want to deal with other people, or the us who’s energized and chatty? And don’t we all want different things? It’s true companies need to follow the Golden …
Is the Golden Rule Too Simplistic for Customer Service? Read More »
We know what surveys are and what they’re for, right? Don’t we? Actually, there seems to be a lot of confusion out there about surveys. What they are, how they’re done, how valid they are, et cetera. Given how much survey techniques are changing these days, I thought a review was in order. Here’s a …
Surveys shouldn’t be about a vague sense of customer satisfaction levels. They should be about discovering the specific things we need to improve on and how we might improve on them. Constructive criticism is what we’re looking for, not nebulous data. We need laser-focused data on the areas we perceive as our weaknesses and the …
Conduct Surveys for Constructive Criticism, Not Praise Read More »
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