10 best ways to collect software feedback
Customer feedback is invaluable to any organization and as customer expectations grow, companies must excel in the customer experience arena. Salesforce recently reported that 89 percent of business b...
By Diana Kaemingk
30 customer experience statistics to know for 2022
A product is a product is a product is a product - except when it’s more than that. In a market inundated with choices for every product imaginable, it’s no longer enough for companies to rely ...
By Campbell George
How to label response scale points in your survey to avoid misdirecting respondents
Have you ever been following navigation instructions while driving and wished that an instruction or street sign would’ve been more clear or specific? Maybe you couldn’t tell in time which lane le...
By Dave Vannette
Survey Straightlining: What is it? How can it hurt you? And how to protect against it.
Straightlining. It’s the bane of survey writers. It happens when your respondents rush through your survey clicking on the same response every time and it’s a serious threat to data quality. Mo...
By Dave Vannette
The Future of VoC Actionable Insights: Assistance Engines
Earlier this week I gave a speech called “The Future of CX: Humanistic, Prescriptive, and Responsive.” During that session, I discussed a missing link in today’s VoC technology: Assistance Engi...
By Bruce Temkin
5 Promises That Define B2B Customer Success
We work with many of the largest technology companies, helping them bolster the experiences they deliver to customers, often focusing on their (business-to-business) B2B relationships. With the shi...
By Bruce Temkin
The Future of VoC: Insight & Action, Not Feedback
The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. All of this is happening as companies are trying to figure out how ...
By Bruce Temkin
Want Loyal Customers? Start Talking About Their Emotions!
Every time a customer interacts with you, they feel one of these A’s: Angry: Customers feel wronged by the interaction and will look for opportunities to tell other people (a.k.a. vent) about t...
By Bruce Temkin
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