The thing that ‘really’ energises my work is telling the customers’ story. Helping teams to understand customers’ needs, what job they’re trying to get done & their journey.
When you tell the story the light 💡 goes on; you build an emotional connection #cx #CXQOTD

Tanuj Diwan, Co-Founder at SurveySensum Jeremy Watkin Matt Beran Debbie Szumylo Jenny Dempsey Dave Seaton, CCXP Roy Atkinson CX-Excellence / Michael Brandt CCXP Shep Hyken Stephanie Thum, Ph.D., CCXP Sudha Bhat, CCXP Dr. Luke Soon Keith Kmett Erica Mancuso Aileen Day, CCXP 🤘 Nate Brown Preparing an end-of-engagement client presentation where I'm summarising key findings and making recommendations on what they can do to improve. #CXQOTD

Wouldn’t it be super if government agencies were legally required to provide the same ease of experience to their own #customers ? 🤔 #cx #customerexperience cc Tanuj Diwan, Co-Founder at SurveySensum Jeremy Watkin Dr. Luke Soon Rasel Siddiqe| "Russel" #WCSylhet

#CXQOTD 7th Feb

How many bad interactions does it take to move away from your favourite brand?

Jeremy Watkin Ben Motteram 🇦🇺 Nate Brown Shep Hyken Stephanie Thum, Ph.D., CCXP Dr. Luke Soon Jenny Dempsey Bill Quiseng CX-Excellence / Michael Brandt CCXP Debbie Szumylo Dave Seaton, CCXP Keith Kmett Erica Mancuso Neal Dlin Roy Atkinson

Tanuj Diwan, Co-Founder at SurveySensum Jeremy Watkin Jenny Dempsey CX-Excellence / Michael Brandt CCXP Jeff Toister Dave Seaton, CCXP Shep Hyken Ben Motteram 🇦🇺 Nate Brown Stephanie Thum, Ph.D., CCXP Dr. Luke Soon Sudha Bhat, CCXP Keith Kmett That said, some level of demographic information is often necessary in order to develop effective and targeted follow up actions. Enough to be useful, not enough to identify individuals. #CXQOTD

Tanuj Diwan, Co-Founder at SurveySensum Jeremy Watkin Jenny Dempsey CX-Excellence / Michael Brandt CCXP Dave Seaton, CCXP Shep Hyken Ben Motteram 🇦🇺 Nate Brown Stephanie Thum, Ph.D., CCXP Dr. Luke Soon Sudha Bhat, CCXP Keith Kmett The answer really depends on the intent.

What is the goal behind the survey?

Generally:

Anonymous surveys are less actionable, but work in low-trust environments.

Non-anonymous surveys are more actionable, but require high trust.

#CXQOTD