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Sunday, September 17, 2017

AVOIDING CRITICAL SURVEY MISTAKES IN A DIGITAL-FIRST WORLD

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Despite always evolving customer preferences in how to share feedback with organizations, surveys continue to be valuable.

However, they must keep up with the times. Verint recently conducted a global survey that took an intensive look at how consumers like to communicate with their preferred brands. The results offer valuable guidance for organizations struggling to balance today’s demand for digital and human customer service.

The survey made it clear that—although consumers do appreciate the human touch, especially when it comes to solving complex issues with companies—the mobile preference is growing dramatically, especially among younger consumers.

As CX professionals work to develop surveys that will provide an accurate view of their companies’ standing with customers, many of the traditional essentials remain intact. In my new blog for Customer Think this month, I share some tips on how to keep your feedback requests relevant and built for optimal response rate

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