As the world leader in serving science—with a mission to enable its customers to make the world healthier, cleaner and safer—Thermo Fisher Scientific was challenged by too many survey platforms, which, in turn, made valuable survey data more difficult to manage. The company needed a single survey ...
Despite always evolving customer preferences in how to share feedback with organizations, surveys continue to be valuable. However, they must keep up with the times. Verint recently conducted a global survey that took an intensive look at how consumers like to communicate with their preferred ...
Delivering superior customer experiences is a top challenge facing many organizations today. Maybe the top. The abundance of communication channels includes phone, web, mobile apps, chat and social channels—which add varying complexities to meeting these CX challenges and truly understanding ...
Ventana Research is seeking customer analytics professionals to participate in a benchmark research survey designed to uncover organizations’ current and planned use of analytics on all things customer related—marketing, sales, service, contact center and customer engagement.
A well thought-out voice of the customer (VoC) strategy has become a strategic imperative for measuring and improving customers’ experiences, satisfaction and loyalty. Listening, analyzing and acting on the voice of the customer across digital and traditional channels (e.g., text, phone, email, ...
In my last blog, I explained why listening to customers can provide greater customer understanding than merely observing their behavior.   Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and increasing amounts of feedback consumers are ...
In my last post, I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world. I’ve noticed a growing school of thought in the digital world that merely observing and analyzing customer behavior can ...
Do your customers know you are really listening to them? These days it’s more important than ever that organizations respond in a timely manner to their customers’ concerns and ideas. It's quite likely that customer surveys have provided a valuable reference point for any other feedback-gathering ...
Surveys play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful program. While there are many ways to gather information from customers and consumers, surveys serve as a very important tool in collecting and managing feedback. As an experienced CX ...
Not too surprisingly, employees do better work when they have access to what customers are thinking. So, how do you apply everything you’ve learned about customer wants and expectations to the front lines—where it makes the most difference? I’ve spent many years leading customer experience efforts ...
More digital and automation is what consumers want, right?  Well not so fast.  Consumers around the world have spoken—and more than four out of five of them believe speaking with a person will always be an important part of the customer service equation.

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