Verint InTouch

Customer Engagement

Just as you are, your customers are bombarded by digital information each day. As the noise increases, it grows increasingly challenging to gain and keep your customers’ attention. In my new blog for Customer Think, I discuss how digital feedback management solutions offer a less intrusive approach.
Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. Here are tips on how to keep your feedback requests relevant and built for optimal response rates.   When reviewing one of my columns from last year on how to design ...
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 ...
What did more than 2,000 American consumers tell us1 made a recent positive customer experience better than their experiences with other companies? 47% felt they dealt with my request quickly 34% said they understood my issue and history 33% felt the person they spoke to was able to make decisions ...
If you are a fan of baseball, Kevin Costner or simply great movies, you probably have watched "Field of Dreams." Costner’s character, farmer Ray Kinsella, hears a whispering voice while walking one evening in his corn field. “If you build it, he will come.” Ray, with innocent enthusiasm, builds a ...
Capturing and analyzing customer input across web, telephone, email and mobile channels can help organizations drive customer engagement optimization. But what specific approaches should you take? One of the top accounting and business consulting firms in North America recognizes that customer ...
In the interest of full disclosure, let me make it clear up-front that I am a huge fan of surveys. Surveys are a big part of my work at Saddletree Research and are essential to the work I do with the National Association of Call Centers (NACC) at The University of Southern Mississippi. For example, ...
Did you know that you can use Verint Enterprise Feedback Management (Version 7.1 and higher) to route participants to a website after submitting a survey? You can easily redirect to a company web site or another survey by following the simple steps below: Within the survey Design tab, select the ...
Verint’s Nancy Porte, Vice President, Global Customer Experience, recently wrote an article for Loyalty 360™ describing best practices and recommendations for effectively leading the customer experience efforts in an organization that wants to focus on this important element of its business.
“Now that we’ve addressed their issue, the customer actually seems happier with us than they have ever been before.”
Since the rise of web surveys, we’ve talked about real-time feedback. Domino’s Pizza is carrying it to the next level. Working late last night, I ordered a pizza online for me and a co-worker, and it actually built an image of the pizza (shown in the corner) as I added toppings.  But even the ...

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