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If You Want People to Fill Out Surveys, Make Them Beautiful

June 25, 2019 —

If You Want People to Fill Out Surveys, Make Them Beautiful

Two true things about decision-making in business: 1) You should collect information from all the key stakeholders regarding their thoughts, feelings, hopes, and expectations. 2) People hate filling out surveys about their thoughts, feelings, hopes, and expectations. In an ideal world, there would always be enough time to conduct qualitative data in-person through one-on-one interviews or focus groups. Everyone would feel heard and everyone would have a voice at the table, which would be perfectly reflected in the end product. Unfortunately, we live in this world; the one where you’re...
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Customer Journey Mapping: The Key to Delivering on the Experience You Promise Customers

October 2, 2018 —

Customer Journey Mapping: The Key to Delivering on the Experience You Promise Customers

Everyone’s Offering ‘A Great Experience’ Today, brands that aren’t focused on the entire customer experience simply can’t compete. Every touch point counts. Every interaction matters. Brands are expected to live up to their promise at every moment. And to do so, everyone within a business must behave in ways that help make this promise ring true authentically. We see a lot of brands today differentiate themselves on “great experience” or “unparalleled service.” But in order for businesses to truly commit to creating unrivaled customer experiences, they have to fully align their value with...
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