It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
Inhalt bereitgestellt von Thomas Laird. Alle Podcast-Inhalte, einschließlich Episoden, Grafiken und Podcast-Beschreibungen, werden direkt von Thomas Laird oder seinem Podcast-Plattformpartner hochgeladen und bereitgestellt. Wenn Sie glauben, dass jemand Ihr urheberrechtlich geschütztes Werk ohne Ihre Erlaubnis nutzt, können Sie dem hier beschriebenen Verfahren folgen https://de.player.fm/legal.
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The Survey Delusion: Why NPS and CSAT Are Failing Your Call Center
Manage episode 473535062 series 2471065
Inhalt bereitgestellt von Thomas Laird. Alle Podcast-Inhalte, einschließlich Episoden, Grafiken und Podcast-Beschreibungen, werden direkt von Thomas Laird oder seinem Podcast-Plattformpartner hochgeladen und bereitgestellt. Wenn Sie glauben, dass jemand Ihr urheberrechtlich geschütztes Werk ohne Ihre Erlaubnis nutzt, können Sie dem hier beschriebenen Verfahren folgen https://de.player.fm/legal.
EPISODE DESCRIPTION:
Are your post-call surveys actually providing meaningful insights, or just creating a dangerous illusion of customer understanding?
In this eye-opening episode of Advice from a Call Center Geek, we tackle the uncomfortable truth about those NPS and CSAT metrics your executive team loves so much.
The shocking reality? Only 1 in 20 customers actually completes these surveys, yet companies continue making major strategic decisions based on this minuscule, heavily biased sample.
After examining the latest research and industry data, we're ready to challenge everything you thought you knew about customer feedback collection. This episode breaks down:
- Why survey response rates have plummeted to a dismal 5% and what this means for data reliability
- How extreme response bias creates a distorted picture of your actual customer experience
- The fundamental flaws in survey methodologies that no amount of tweaking can fix
- Why AI-powered sentiment analysis across 100% of interactions represents the future of customer insights
- Practical steps to transition your contact center to more reliable feedback mechanisms
Whether you're a contact center director, CX professional, or operations manager, this episode delivers the wake-up call your customer experience strategy desperately needs.
Stop making decisions based on feedback from just 5% of your customers and discover how to capture the complete voice of your customer base.
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
245 Episoden
Teilen
Manage episode 473535062 series 2471065
Inhalt bereitgestellt von Thomas Laird. Alle Podcast-Inhalte, einschließlich Episoden, Grafiken und Podcast-Beschreibungen, werden direkt von Thomas Laird oder seinem Podcast-Plattformpartner hochgeladen und bereitgestellt. Wenn Sie glauben, dass jemand Ihr urheberrechtlich geschütztes Werk ohne Ihre Erlaubnis nutzt, können Sie dem hier beschriebenen Verfahren folgen https://de.player.fm/legal.
EPISODE DESCRIPTION:
Are your post-call surveys actually providing meaningful insights, or just creating a dangerous illusion of customer understanding?
In this eye-opening episode of Advice from a Call Center Geek, we tackle the uncomfortable truth about those NPS and CSAT metrics your executive team loves so much.
The shocking reality? Only 1 in 20 customers actually completes these surveys, yet companies continue making major strategic decisions based on this minuscule, heavily biased sample.
After examining the latest research and industry data, we're ready to challenge everything you thought you knew about customer feedback collection. This episode breaks down:
- Why survey response rates have plummeted to a dismal 5% and what this means for data reliability
- How extreme response bias creates a distorted picture of your actual customer experience
- The fundamental flaws in survey methodologies that no amount of tweaking can fix
- Why AI-powered sentiment analysis across 100% of interactions represents the future of customer insights
- Practical steps to transition your contact center to more reliable feedback mechanisms
Whether you're a contact center director, CX professional, or operations manager, this episode delivers the wake-up call your customer experience strategy desperately needs.
Stop making decisions based on feedback from just 5% of your customers and discover how to capture the complete voice of your customer base.
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
245 Episoden
Alle Folgen
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Ähnelt Advice from a Call Center Geek!
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
…
continue reading
The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
…
continue reading
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continue reading
The fun email marketing podcast. Sell more of your online courses, grow your membership and bring in more coaching clients with email marketing that doesn't stink. Sound good? Then join your fellow Email Marketing Heroes for your weekly dose of fun, practical, yet brutally honest email marketing advice. You can listen in to a piping hot, fresh episode every 'Email Marketing Wednesday' or if you prefer learning with your eyes instead of your ears, we turn each episode into a full written blog ...
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continue reading
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continue reading
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1
The Brutal Truth about Sales and Selling - We interview the world's best B2B Enterprise salespeople.
Brian Burns
9k279
No BS Allowed - Are you sick of empty suits telling you to work harder? - Learn about The Maverick Selling Method, which models the world's best salespeople and what they do differently. If you are in sales and are passionate about selling, you will like this podcast. The focus is on b2b sales and selling. If you are selling or in sales, this podcast is for you. I cover cold calling, spin selling, challenger sale, solution selling, and advanced selling skills. Strategic selling, LinkedIn, sa ...
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Intercom
1k475
On The Ticket, you'll hear Intercom's Customer Support team in conversation with the customer service leaders, renowned customer experience thinkers, and influential authors who are shaping the field of customer support. Follow The Ticket to get the weekly episodes and sign up for our twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter 🏠 www.intercom.com
…
continue reading
Insightful interviews with authors, experts, entrepreneurs, and thought leaders who share valuable marketing tips, growth strategies, and resources. Hosted by John Jantsch, one of America's top small business marketing experts, this show is dedicated to helping you craft effective marketing strategies that will grow your business. Whether you're a small business owner, marketing professional, or marketing agency owner, you'll gain valuable insights and actionable advice on topics such as mar ...
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continue reading
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