Tag: customer journey

11
Jan

Make 2018 the year that you simplify your CX strategy with Decooda

Is your CX survey diminishing the perception of your brand and still not giving you the insights you need – then you need Decooda. Your customers will love our IMAGINATIVE one question survey technique, and the executive team will love the insights we produce.

19
Dec

Cultivating a customer-centric culture with Decooda Impact Analysis

Cultivating a customer-centric culture with Decooda Impact Analysis One of the biggest challenges companies face is getting the team to “lean in” and embrace a culture of customer advocacy. The Decooda Impact Analysis reveals the granular emotions and cognitive insights of the customer experience that get everyone on the team aligned to the needs of the customer. How your customers

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4
Dec

Join the Movement: Stop Surveys that Suck

Join the Movement: Stop Surveys that Suck The recent Forrester CX Index study shows CX scores declined for two out of three brands from 2016 to 2017, and all categories showed declines as a whole. However, when you go to the CX vendors sites and look at their case studies, one would be left to believe – all is well.

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30
Nov

Customer Experience: Make it simple, make it better.

When you know exactly what motivates your customers’ behavior – you know what to focus on. Journeys, heat maps and word pairs alone won’t get you there. Decooda will. We simplify Customer Experience and make it easy to understand. This short video gives you a glimpse at what’s possible with Decooda.

27
Nov

Getting the best insights hinges upon asking the best questions

Getting the best insights hinges upon asking the best questions Decooda accurately detects how customers think, feel and act about a product, experience or brand, and uncovers how those thoughts and feelings translate into behavior, in order to understand the relative importance of each customer touch point.  This is achieved by complementing the Likert question with a carefully crafted, unique

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8
Nov

Open-source in the world of data breaches

Open-source in the world of data breaches Charlie Wardell, Decooda CTO   There are a few things that you may want to take into consideration before implementing open-source software, as opposed to proprietary software, in your overall solution/strategy. Let’s explore the strengths and weaknesses of utilizing open-source projects. Rapid implementation Open-source software allows you to implement key components of your

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30
Oct

CX Complacency due to lack of major, visible crisis

CX Complacency due to lack of major, visible crisis Guest Blog: Annette Franz, CCXP When it comes to a customer experience transformation, is there a visible crisis in your business? Or is everyone happy with the way things are? The one step of Kotter’s 8-Step Process for Leading Change that resonates with me is the first one – especially as

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27
Oct

Customer Experience Collaboration and Case Management – Made Simple

Customer Experience Collaboration and Case Management – Made Simple Complex case management – handled simply. It’s usually the complex and unpredictable customer cases that make it past your automated processes and self-service channels to reach your agents. To handle them, agents need increasingly specialized knowledge—knowledge about which step is next and what information is relevant when a case takes an

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12
Oct

Improving the Survey Respondent Experience

Improving the Survey Respondent Experience Guest Blog Post By: Annette Franz, CCXP   There’s a lot of talk about improving the customer experience. And there’s a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. But have you ever considered that those very surveys are another touchpoint in

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27
Sep

Do You Employ Actionability Thinking in Survey Design?

Do You Employ Actionability Thinking in Survey Design? Guest Blog Post by Annette Franz, CCXP You’ve been running your voice of the customer (VoC) program for the last couple of years, and you’re frustrated because you can’t seem to move the needle on the customer experience. Why are your customers still unhappy? Why is the service so bad? When will

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