Knowledge Center

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Listen Methodologies

Getting customer responses is getting more and more difficult. Response rates have been falling over the last few years. However, this is because the system has been abused too much.

The relationship survey can be slightly longer (still keep it well below 2 minutes) where it is advisable to get a score for each other touchpoint that a customer has experienced.

Knowledge center categories

Benchmarks & KPIs

There are multiple ways that we can calculate ROI for this solution. Essentially there are 3 direct measure effects of a successful CX program.

There are multiple ways that we can calculate ROI for this solution. Essentially there are 3 direct measure effects of a successful CX program.

Visualization

Building a dashboard needs to be thought through in a lot of detail. Then, methodically go through all your requirements, and a pattern will emerge.

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Listen Methodologies

Getting customer responses is getting more and more difficult. Response rates have been falling over the last few years. However, this is because the system has been abused too much.

The relationship survey can be slightly longer (still keep it well below 2 minutes) where it is advisable to get a score for each other touchpoint that a customer has experienced.

Analytics

NPS® was developed with just one objective - to link human emotions with something tangible (read financial).

Customer Journey

Measuring Journey

The customer journey is the story of your customers' experiences interacting with your company. You are trying to fulfill the customers' needs at each interaction point.

Building Journey

The customer journey is the story of your customers' experiences interacting with your company. You are trying to fulfill the customers' needs at each interaction point.