Predicting the future is tough, so we decided to talk those who are shaping it. Dave Fish, founder of CuriosityCX and Michigan State University visiting lecturer partnered with Brian Keehner of the Michigan State master of science in marketing research program to interview more than a dozen of the sharpest technology minds from global enterprise feedback management firms to get their take on the future.
What are some of the big strategic bets the major players are making in the CX space? There was quite a bit of agreement, but also some noticeable divergence on the vision for the future. That spanned from data collection and ingestion, all the way to how to help clients take action. Here are the six key discussion points from our conversation.
https://www.ama.org/publications/MarketingNews/Pages/6-big-trends-driving-future-of-cx-technology.aspx/
If you have a VoC program or are interesting in building one, where are all the places you should “listen” to their voice? It is much more than just surveys.
https://customerthink.com/a-complete-voice-of-the-customer-program/
Surveys are ubiquitous. Customers have grown accustomed to seeing survey links at the bottom of receipts and receiving survey invitations by email. The good news about the proliferation of surveys is that it shows more companies are taking customer experience (CX) seriously.
The bad news: customers are apt to experience “survey fatigue”—and less likely to respond to survey requests.
You can combat survey fatigue by designing smart surveys that capture meaningful CX feedback from your customers. Our list of five survey mistakes will help you avoid common pitfalls and grow your response rates.
https://customerthink.com/avoid-these-5-survey-mistakes-to-gain-more-cx-feedback/
"How satisfied are you with your bank?" is a staple question in Voice of Customer (VOC) surveys. However, one question that is almost never asked is "How proactive is your bank in reaching out to help you with your unique financial goals?" A handful of banks are emerging as leaders in this respect, becoming proactive by deploying high tech conversational banking capabilities that enable crucial two-way conversations with their customers. These banks realize that conversational banking is fast becoming the "third pillar" of their bank distribution network, along with mobile banking and an optimally sized branch presence.
https://www.finextra.com/blogposting/16422/conversational-banking-how-to-start-the-conversation/
CEO, Vinod Muthukrishnan, Co-Founder of CloudCherry, shares that customer experience is the biggest differentiator for brands today. He discusses why digital surveys are the best way to collect customer feedback and why long paper feedback forms are obsolete.
https://www.martechadvisor.com/articles/customer-experience-2/do-customer-surveys-have-a-future/
Let’s just be honest. C-level leaders don’t take a lot of web surveys.
But that doesn’t mean that we don’t NEED their feedback. It also doesn’t mean they don’t WANT to share feedback. Without it, sometimes we’re looking at a very incomplete picture of the customer experience.
This is particularly true in certain types of industries and companies where the business hinges on high-ranking relationships, long-term contracts and large dollar value transactions. In these cases, a unique approach is needed to gather feedback from top decision makers in your largest accounts.
http://customerthink.com/execs-dont-take-surveys/
Did you know? Email is the ‘third most influential source of information for B2B audiences’. In fact, almost 60% of B2B marketers say email is their most effective channel when it comes to generating revenue. But it’s not only B2B marketers that value this form of marketing communication: almost 49% of B2C businesses use some sort of email automation as well. Seeing as how email marketing and email campaigns are so popular and widely used, there’s no doubting the competition is high. That is why it’s important to continuously measure the performance of your campaigns and make sure they’re in ‘tip-top’ shape so you’re not driven out by your competitors! Try one of our free email campaign survey templates from the Survey Marketplace!
https://mopinion.com/free-email-campaign-survey-templates/
ne often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so!
Many companies do not take advantage of this and end up missing out on a chance to understand what their customers really want. Companies should, in fact, make it a priority to request feedback, and then act on the input received – especially important given that there is a strong correlation between customer feedback and customer loyalty.
Let’s explore why customer feedback is important and the best ways to capitalize on the feedback received.
https://www.comm100.com/blog/capitalize-on-customer-feedback.html/
So you've built a Voice of the Customer Survey in one of your Dynamics 365 tenants, and now you would like to use that survey as a starting point for a new survey in another Dynamics 365 tenant.
How can that be done? Can you export a survey and import it into another tenant? I've seen that question asked more than once in various communities.
And the answer is yes - it can be done.
https://blogs.technet.microsoft.com/lystavlen/2018/01/02/how-to-export-and-import-voice-of-the-customer-surveys/
Mopinion is proud to announce the launch of its very own survey marketplace! It’s the perfect way to learn more about the ingredients needed to create and employ powerful online surveys. Choose from one of our eight survey template categories and access nearly thirty live template examples, a list of benefits for each survey, and advice on which questions to use.
https://marketplace.mopinion.com/survey-templates/
