Foolish CX: Don’t Be Tricked by Text Analytics

Egyptian desert viper snake in the sand

Does your text analytics implementation or VoC program seem like a joke? If so, maybe you’re falling for one of these blunders: Not listening appropriately: Not all data is created equally. Having a listening post – survey questionnaire, social media account, etc. – doesn’t guarantee that it’s being used correctly. Identifying the right metric to use for […]

Survey Says…

Business woman at work

Many of our clients use surveys to help them understand part of their customers’ experiences. Typically, these surveys include sections that ask about different functional areas within the company – product development, service and support, account or sales teams, etc. Within each of these sections, we ask specific attribute questions to gain more context. For […]

The 5-Second Pause

Business woman evaluating job candidate

I recently read an article on LinkedIn that recommends interviewers pause for 5 seconds after an interviewee answers a question. This allows the interviewee additional time to elaborate on a response and perhaps show a bit of themselves that they might not have normally let through, had the interviewer proceeded too quickly. The article argues […]