It's no secret that customers are tired of surveys.
We get too many, they take too long to complete, and many fail to adequately capture how we really feel about our experience. There has to be a better way.
Conversations are an untapped resource. We talk to customers face-to-face and over the phone. We have written conversations via email, chat, sms, and social media. This conversational data, often referred to as "unstructured" data, represents a treasure trove of customer insight, but customer experience leaders struggle to capture and organize it all.
Nate Brown, Co-founder of CX Accelerator, has discovered a novel way to solve the problem. He's designed a simple process that allows frontline representatives to quickly and easily capture data from customer conversations.
Brown shares his simple process in this 20 minute interview. We cover:
Why capturing data from customer conversations is so important
How to turn a simple USB webkey into a “CX Magic Button”
Where in the customer journey to look for data
How to encourage employees to capture and share customer feedback
Simple ways to quickly analyze and act on the data
You can get low-cost USB webkeys with your company’s logo from Lev Promotions.