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Wednesday, August 16, 2017

GREAT DIGITAL VOC—LIKE GREAT CX—STARTS WITH GREAT QUESTIONS

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Great questions drive most successful endeavors—relationships of all kinds require them. However, great questions also need to be timed well.  Asking the right question at the right moment in the customer journey is critical. If you ask people brand-new to your website what they thought of your old website—you risk alienating these potential customers.

Another important element is thinking strategically about how you plan to move the information you receive through your organization to increase the visibility into what your customers have to say.

OpinionLab’s Terry Anderson shares that if you don’t have a system in place for assigning responsibility to relevant “feedback stakeholders,” then you are setting yourself up to fail. You will capture insights into the customer experience that may never get to the people who can act on them. As she discusses in her new blog, today’s customers leave feedback because they want something to change. She offers suggestions for making that happen.

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