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- Garbage In, Garbage Out: The Danger of Misdirection in Customer Surveys22nd November 2019 - 5:43 pm
Market researchers report that response rates are down dramatically. They attribute this to increased survey fatigue, evidenced by more and more surveys not being completed or even started. Far too many surveys are at once competing for our attention and stockpiling in our inboxes. But there is another, less frequently acknowledged reason for plunging response rates.
- Avoiding the Most Common Pitfall of Customer Journey Mapping8th November 2019 - 5:32 pm
Customer Experience (CX) Management is on the rise – and there’s no sign of it stopping. According to Gartner, 81% of marketing leaders responsible for customer experience (CX) believe their companies mostly or completely compete on the basis of CX. Yet only 22% say their CX efforts have exceeded customer expectations.