A Voice of the Customer (VoC) program allows your company to gather, analyze, and respond to customer feedback across various channels to improve the customer experience. One of the most challenging aspects of setting up a VoC program is establishing which metrics to track. There are several VoC metrics you can track but, ultimately, you should…
Last week I wrote a blog post about “The blueprint for building a customer-centric organization”. This got so much internal and external feedback, that I thought I’d explain it a bit more. The claim in the post that raised eyebrows was the following: Achieving the “Customer-centric” level is not and should not be the ultimate…
I was reminded of the importance of the customer experience while watching this video of Steve Jobs at Apple’s Worldwide Developers Conference in 1997. In the video, Jobs appears to be responding to an attack but is actually doing something much more interesting. He thinks carefully and makes a critical philosophical point about his –…
In an era where consumer expectations are at an all-time high, the question isn’t whether delivering exceptional customer experiences (CX) is essential. It’s how your organization can master this to stand out in today’s competitive landscape. But what does the path to genuine customer-centricity look like? And is reaching the ultimate level of customer focus…
For the past months, the Surveypal team dedicated substantial effort to meet and exceed customer expectations while strengthening our approach to information security management. The results of our hard work materialized in February 2024 when we successfully completed our ISO 27001:2022 certification audit. ISO 27001 is among the most widely recognized and internationally accepted information…
Businesses are continually seeking innovative ways to enhance customer experiences. One of the most significant game-changers in this quest is Artificial Intelligence (AI). As Cristina Fonseca, Zendesk’s Head of AI aptly puts it: “The most interesting aspect of this AI revolution is the democratization of AI. Until now, only companies with big budgets, time, and…
Customer experience professionals face a myriad of challenges when striving to deliver exceptional experiences that meet ever-evolving customer expectations. From breaking organizational silos to leveraging AI technology effectively, these professionals must navigate complex landscapes to stay relevant and customer-centric. We asked several CX leaders what their main challenges are. Here are the top five CX…
Customer support is integral to business success. Customers expect elevated experiences when interacting with a brand, so they readily do business and even recommend brands that meet their expectations. Text analysis is one technique helping brands meet customers’ expectations in today’s business environment. It allows you to listen to everyone wherever they are, giving you…
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