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Declining survey response rates: why surveys still matter
Declining survey response rates are real and decades old. Why fewer customers answer, why surveys still matter, and smarter, shorter ways to ask them.
- Customer Analytics
Customer data quality: don't let inaccurate data stop you from acting
Customer data quality is never perfect. How to judge whether data is good enough for the decision at hand, triage the flaws, and act without fooling yourself.
- Customer Analytics
Customer retention rate: are you measuring it correctly?
Customer retention rate looks like simple arithmetic, yet two teams get two answers from one database. Five decisions hide in the definition; here is the fix.
- Customer Analytics
Is customer lifetime value a waste of time? Only when misused
Customer lifetime value is a forecast, not a measurement. When it wastes a CX team's time, when it earns its keep, and how to build a number you can defend.
- Voice of the Customer
Listening to your best customers: do you hear what I hear?
Listening to your best customers takes a separate path from the survey program. How to find them, what to ask in twenty minutes, and how to close the loop.
- Customer Analytics
Measuring customer experience with control groups: how to hold out
Control groups in customer experience measurement are the honest way to show a change caused a result. How to hold out without A/B tools, and what breaks it.
- Surveys & Research
Qualitative and quantitative feedback: a soft focus on hard data
Qualitative and quantitative customer feedback answer different questions: scores say where, comments say why. How to pair them and read 500 verbatims fast.
- Customer Experience
Are you standardizing your customer experience out of business?
Standardization in customer experience scales quality and hides the customer in front of you. A core-and-edge rule for deciding which steps stay identical.