Today, I started going through the Web Survey blog analytics to see which of our articles were the most popular. We wrote and published a staggering 476 posts so far in 2011! Next week I'll be sharing the Top 25 Most Popular Posts of 2011. However, some of my favorites just didn't make the cut this year. So as a pre-cursor, I'm sharing my Top 15 runners up. In some of these cases, they were just personal favorites while others were just on the cusp but fell outside the top 25, but I thought they still deserved recognition.
How to Effectively Listen to Customers
The answer to this question has changed, morphed and evolved over time. Let's look at five customer feedback techniques that help organizations effectively listen to the voice of the customer.
Essential Components of A Survey Introduction
Hire Customer Service Naturals – and Keep Them
An organization's customer service has a lot to do with the overall customer experience. One important step to delivering an amazing customer service experience is making sure you hire the right people. But it's not over once you find the them.
Are You Stuck in Analysis Paralysis?
Listening to customers involves paying attention to all relevant data sources, and that can be exhausting with so much information all around us. Sometimes, we suffer from information overload and analysis paralysis, and we become frozen.
There are No Wrong Answers, Only Wrong Questions
Whether you're hoping to improve customer experience or gauge employee satisfaction, online surveys are a great feedback collection tool. But remember, there's no such thing as wrong answers, only wrong questions. Make sure your surveys are giving you the answers you need.
Voices in the Chorus: Voice of the Customer Research
Firms with an established VOC program see increases in revenue from improvements in customer loyalty and satisfaction. Just as a chorus has many voices which need to act in sync, so to does a functional VOC program.
Benchmarking for Fun and Fortune
Benchmarking allows you to gain insight into trends and performance in the market. Often, these studies track customer satisfaction, reasons for defection, new customer profiles, etc.
Does your Customer Need to Shout and Let It All Out?
True life story of a customer experience failure. Of course the customer isn't always right, but customer support needs to have the tools to be able to come to a reasonable solution. This post outlines three tips to avoid the same mistakes.
Market Researcher Turned Silo Bulldozing Operator
Silos can prevent strategic and tactical information from reaching the right hands. Typically this occurs in larger organizations where functional departments can become impenetrable. Be not afraid to go forth and spread insights.
Remind Me Again
In a perfect world, all it would take is a single invitation to generate the response we want. But unfortunately, the world of survey research is not a perfect place! There is an old adage that is relevant here: we do not like to be told, but we can tolerate being reminded.
Five Steps to Capturing & Using Customer Insights
Forrester estimates an organization can see revenue gains of $177M to $311M per year by improving the customer experience and increasing customer loyalty. Organizations that deliver the best customer experiences have the lower customer churn and more business from referrals than the industry average.
Beware Conflicts of Interest When Collecting Feedback
Whether measuring employee satisfaction, evaluating customer loyalty or validating market needs, we need to be aware of how our interests can impact and bias research results. If we understand the deep mechanisms of why we fail and where we fail, we can hope to improve.
HR Evolution: Getting Engagement & Loyalty
A recent LinkedIn poll found that the top priority for HR departments for the next 12 months is employee engagement and loyalty. But it can be difficult to get employees to open up and share honest feedback out of no where. Keep this advice in mind to achieve your goals.
Losing Our Listening
Are you a good listener? We are losing our ability to listen. We are losing critical information that will make or break our business and our industries. The secret to getting it back is RASA, the Sanskirt word for essence.
Be sure to check back next week to see if your favorites made the list!
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