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Presentación Aitor Pascual (Customerville)

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Presentación de Aitor Pascual, de Customerville, en el Viernes DEC celebrado el pasado 13 de abril de 2018.

Publicado en: Marketing
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Presentación Aitor Pascual (Customerville)

  1. 1. Aitor Pascual Director Comercial Customerville #ViernesDEC Design-driven Feedback Patrocina: Colabora:
  2. 2. #ViernesDEC Design-Driven FeedbackTM FindoutourCXVlogat: customerville.com/vlog
  3. 3. The corporate world is addicted to ”bad feedback”.
  4. 4. • INCREASE: Number of organizations seeking feedback from you – 20 Billion in 2015 – 40 Billion in 2017 • INCREASE: Number of requests for feedback you get • DECREASE: Survey response rates • DECREASE: Brand perception • Public skepticism about sharing feedback with companies The Emerging Backlash
  5. 5. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 2012 2013 2014 2015 2016 5 to 10 Requests Per Week 11-50 Requests Per Week • In 2012, 46% of people were asked for feedback over 5x per week. • In 2016, that number had climbed to 80% • The increase between 2015 and 2016 was almost completely due to people asked for feedback 11-50 times/wk. • 40 billion surveys per year as of 2017 A Crisis of Declining Participation in Feedback © 2018 Customerville, Inc.
  6. 6. Forrester’s The Future of CX Measurement “These trends make it imperative for companies to innovate – or face the certainty that even their advanced CX measurement programs will break down over time.” © 2018 Customerville, Inc.
  7. 7. Forrester’s The Future of CX Measurement “CX measurement programs face an uphill battle as companies struggle to get customers to respond to old-school surveys.” © 2018 Customerville, Inc.
  8. 8. Forrester’s The Future of CX Measurement “CX transformation leaders need to make surveys more engaging, visual, and conversational.” © 2018 Customerville, Inc.
  9. 9. “VoC vendor Customerville’s designers create highly visual and experiential surveys that let respondents relive experiences to trigger memories and make the interaction more personal and engaging.” © 2018 Customerville, Inc.

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