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The CX Paradox: 3 Ways Measuring Your Customer Satisfaction Could Actually Damage It

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Everyone wants to improve the customer experience, but in the process, too many organizations actually end up damaging their relationships with customers.

Join Qualtrics and VoC expert, Aaron Robison as we discuss how organizations mismanage respondents in an effort to boost customer experience. We'll offer tips and guidelines for everything from controlling contact frequency across all surveys to making the entire survey experience more enjoyable.

Speakers:
Aaron Robison, VoC Expert, Qualtrics
Braydon Anderson, Product Marketing, Qualtrics

Publicado en: Servicios, Software

The CX Paradox: 3 Ways Measuring Your Customer Satisfaction Could Actually Damage It

  1. 1. The CX Paradox – 3 Ways Measuring Your Customer Satisfaction Could Actually Damage It – SM
  2. 2. The CX Paradox SM Introduction Qualtrics Overview The CX Goal The CX Paradox The Solution
  3. 3. SM Braydon Anderson Aaron Robison
  4. 4. Brands & Organizations 8K+ of the top 100 business schools 99 Users 2M+ Used In Countries 90+ The World’s Leading Insight Platform PROVO / USA DUBLIN / IRL SYDNEY / AUS SEATTLE / USA DALLAS / USA
  5. 5. Customer Insights Voice of the Customer Programs Customer Satisfaction Surveys Net Promoter Systems Website Experience Feedback Employee Insights 360-degree Employee Feedback Employee Engagement Surveys Employee Satisfaction Surveys Exit Interviews Market Insights Ad Testing Concept Testing Market Research Academic Studies All your insights in one place
  6. 6. The CX Goal SM
  7. 7. to improve the customer experience and drive outcomes
  8. 8. The CX Paradox SM
  9. 9. sometimes measuring CX can get in the way of a good customer experience
  10. 10. The CX Paradox Over Surveying Customers Opt Out Management in Silos Non-Native Feedback Experience
  11. 11. The CX Paradox Solution Control Contact Frequency Respect Opt Outs Native Feedback Experience
  12. 12. The CX Paradox Solution Control Contact Frequency Respect Opt Outs Native Feedback Experience
  13. 13. feedback has to feel natural
  14. 14. feedback has to be native to the experience
  15. 15. NATIVE FEEDBACK Twitter
  16. 16. NATIVE FEEDBACK Twitter
  17. 17. NATIVE FEEDBACK Citrix
  18. 18. NATIVE FEEDBACK Citrix
  19. 19. NATIVE FEEDBACK Citrix
  20. 20. NATIVE FEEDBACK In-email surveys
  21. 21. NATIVE FEEDBACK In-email surveys
  22. 22. “The feedback experience shouldn’t be longer than the interaction with your brand”
  23. 23. The CX Paradox Solution Control Contact Frequency Respect Opt Outs Native Feedback Experience

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