Thanks for attending!

I hope you enjoyed Session 401: Ho hum No More: Re-imagining Customer Surveys to Drive Results. Here are some additional resouces to help you get the most from this session.

Survey Demonstration
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Take the survey as if you're an ITS customer. Don't worry, you won't affect our score. Try it as many times as you like!

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Session Evaluation
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Related Reading

Download Slides

Why Most Surveys Suck
Why Most Surveys Suck

Let’s be honest, most surveys suck. When was the last time you said, “Wow! That was a great survey experience,” as a customer? I’ve never heard those words. Why does it seem to be so difficult not to screw up what should be a relatively simple concept?

April 16, 2019 on Tin Cans & String
Who's Taking Your Survey: Design With These Customers In Mind
Who's Taking Your Survey: Design With These Customers In Mind

Great communicators and leaders will tell you the importance of considering your audience before starting any endeavor. Surveys are no different, but who is this mysterious audience? What do they want from us, and how do we get them to offer us constructive feedback?

February 19, 2018 on ICMI
What Comes Before "The One Number You Need To Grow"
What Comes Before "The One Number You Need To Grow"

About six months ago, the survey that I've been working on for almost two years went live. It's the first step toward revitalizing our Voice of the Customer program. In the beginning, I recognized that capturing actionable data will be very challenging and essential to gain traction.

September 9, 2018 on Contact Center Geek

Further Reading

McDonald's Survey: 5 Reasons I'm Not Lovin' It!
McDonald's Survey: 5 Reasons I'm Not Lovin' It!

McDonald's is the epitome of fast-food and uses a quintessential restaurant survey. That doesn't mean they got it right. I've served up 5 lessons for you, no purchase necessary.

October 1, 2018 on Tin Cans & String
5 Ways Tomorrow's Contact Center Will Deliver Value
5 Ways Tomorrow's Contact Center Will Deliver Value

Imagine what the world will be like after you've checked off every box on your customer experience to-do list. This article explores the contribution of contact centers towards the end of an organization's customer experience journey.

May 1, 2019 on Call Center Weekly