Tag: Survey
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Feedback Bias: Navigating the Complexities of Honest Insights
Introduction: The Complexity of Feedback in Close Relationships Have you ever found it hard to be completely honest with someone you care about, even when they ask for your opinion? Now imagine that on a professional scale, where exclusivity and gratitude complicate the feedback process. Feedback isn’t just a simple transaction of thoughts. The relationship…
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Bad Boys’ CX Ultimate Guide
Why Are You Here? When setting up a Customer Experience (CX) Programme, the first question you should ask yourself is: why? Why do you want to understand your customers’ needs and motivations? Now, don’t strain yourself trying to find the “correct” answer because—spoiler alert—there isn’t one! The only answer that matters is your own. And…
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Think before surveying customers
A lot of my clients approach me asking for advice and support to launch surveys to gather insights and feedback from their customers. That’s certainly a valuable approach to uncovering potential areas for improvement, identifying issues, and learning about what they are doing well and not so well. Before taking the survey path, I typically…