Open-ended questions aren’t an add-on, but a skill.
Try picturing two versions of the same customer. In the first scenario, they give you 6 out of 10 on a satisfaction survey. In the second, they give [...]
Customers won’t fill in your survey. They’ll fill in this one.
You know the feeling. You're staring at survey results forty responses from a database of four thousand contacts and you're thinking: now what? One per cent. And even [...]
The best CX analysts are sitting in the call centre, but nobody’s asking them
A few years ago I went out to a company where the leadership was scratching their heads over a nine-point drop in NPS (Net Promoter Score, a measure [...]
Saying Goodbye to a Departing Customer as a Strategic Opportunity?
I recently cancelled a subscription to a streaming service. The usual drill clicking through five screens where they tried to talk me into staying. A discount. A free [...]
Why Customers Lie in Surveys and What to Do About It
Let me admit something that puzzled me for a long time. I was working on a project where the company was collecting customer feedback systematically. The sample sizes [...]
Silent customer signals determine their departure
Most organizations still base customer experience (Customer Experience, CX) management on explicit feedback — typically metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), or post-interaction [...]
The paradox of the closed loop in CX feedback
Closed-loop feedback management has become a standard part of advanced customer experience (CX, Customer Experience) management programs. The principle appears flawless: the customer provides feedback, the company responds, [...]
