by Annette Franz | Nov 6, 2012 | big data, data, mrx, surveys, voc
Image courtesy of PixabayToday I am pleased to present a guest post by Sarah Simon.Big data = customer behavior; survey data = customer sentiment. Combine the two for comprehensive customer insights to drive your informed customer experience...
by Annette Franz | Apr 14, 2012 | EFM, feedback, mrx, NPS, operationalize, surveys, voc, voice of customer, voice of employee
“Feedback is the breakfast of champions” is a quote often attributed to Ken Blanchard, who is an author, speaker, management expert, and business consultant. I thought this would be a great quote to build on in today’s blog post. As we all know,...
by Annette Franz | Feb 2, 2012 | best practices, EFM, mrx, response rates, survey design, surveys, voc, voice of customer
I wrote several posts in January that I’ll call my “Successful Surveying Series.” Take a look at the four posts linked to below to learn how to:Design a surveyCreate compelling messaging/invitationsLearn the difference between response and completion...
by Annette Franz | Jan 12, 2012 | customer experience, customer satisfaction, EFM, employee feedback, mrx, response rates, statistics, survey design, surveys, voc, voice of customer, voice of employee
This is the second part of my mini-series on how to maximize your survey responses rates. Thanks for reading the first part and coming back for this one! Let’s dive right in.If you execute well on the following 10 items, you should have great success in...
by Annette Franz | Jan 11, 2012 | customer satisfaction, EFM, employee feedback, mrx, response rates, statistics, survey design, surveys, validity, voc, voice of customer, voice of employee
Yesterday I wrote about guidelines for proper survey design. Today’s post is the first in a two-part series about how to maximize your returns on that well-designed survey. I’ve written on this topic before, namely for an article for CustomerSat’s...
by Annette Franz | Jan 10, 2012 | customer satisfaction, employee feedback, mrx, survey design, surveys, voc, voice of customer
Need help designing a survey? Look no further. I’ve compiled a fairly comprehensive set of guidelines to get you on your way! I’ve put together some survey design tips that I hope you’ll find helpful. I realize that there are other variables to...
