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The 4 signs you're getting customer feedback all wrong

Customer feedback: a cornerstone of your business "Click here to complete the survey, it'll only take 5 minutes". This is possibly one of the most overused and unwelcome phrases to read in an email in the last few years. Think of your recipient's…
5 reasons online customer satisfaction surveys don't work

5 reasons online customer satisfaction surveys don't work

Online customer satisfaction surveys don't work. There's a survey response rate crisis and customer experience professionals need to be aware of the 5 drivers causing it. Here's why... 1. Online surveys don't drive service improvement. This…
5 reasons online customer satisfaction surveys don't work

Why crowdsourcing customer feedback doesn't always work

Crowdsourcing customer feedback Crowdsourcing, the concept of giving a task to a crowd to complete (most often using online tools) has been around for 4 years now, and has recently spawned the term 'communitysourcing'. Communitysourcing takes…