Continuous listening is the new buzz word in the employee research world. There is a lot of talk around complementing or even replacing existing annual or bi-annual employee survey programs with more frequent and agile initiatives, such as pulse checks, always-on and life-cycle surveys. This is good news.
A green field site for a customer experience program is a rare thing these days. Almost every CX professional is dealing with some legacy elements. Some which give you a great foundation to build on. Some which, let’s be kind, have seen better days.
I’ve said it before and I’ll say it again, not even a Bomb Cyclone (aka really bad blizzard), could stop our recent CX Summit in Denver.
In this webinar, Holly Carter, Confirmit’s Director of Product Marketing, will discuss ways you can find or supplement insights beyond the survey.
Could you honestly describe your customer experience program as comprehensive? Or is it more a hotchpotch of surveys, opinions and best-guesses? Ecore was there not long ago too – but things have changed.
Everyone is sick of surveys - and for good reason. It’s hard to buy so much as a cup of coffee without receiving a survey about it, and customers just don’t believe you’re really listening. Honestly, are your surveys really driving change in your organization? Exactly. CX teams need to look at the implications of this situation for their programs.
Capturing feedback from customers and taking action on individual cases is table-stakes these days. It’s a great improvement over the past, but today’s “one-click” world means customers expect more. So you need to do more.
One of the biggest challenges in research today continues to be engaging the youth market - whether that’s generation Z or their slightly older millennial counterparts. In her latest book iGen, Dr. Jean Twenge’s suggests that Generation Z and many Millennials are defined as those who’ve spent their most of or their entire adolescence in the age of the smartphone.
In hotly contested superannuation market, where members can switch funds as easily as swapping mobile phone providers, LGIAsuper recognized the opportunity to stand out as a caring organization renowned for dependability. For the company, it was critical that interactions with customers were recorded, listened to and acted on swiftly and effectively. LGIAsuper looked for a partner who could meet all these criteria and enable its ‘Voice of the Customer’ program to evolve and grow over time. That partner was Confirmit.
How many times this week have you been invited to provide feedback by a company from which you’ve recently purchased? There have been a few, haven’t there?