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The CX Paradox: 3 Ways Measuring Your Customer Satisfaction Could Actually Damage It
The document discusses the 'CX Paradox,' which highlights how measuring customer satisfaction can sometimes hinder the customer experience. It identifies issues such as over-surveying and managing feedback in silos and proposes solutions like controlling contact frequency and ensuring feedback is a native part of the customer experience. Ultimately, the goal is to improve customer experience and drive better outcomes without compromising engagement.
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The CX Paradox: 3 Ways Measuring Your Customer Satisfaction Could Actually Damage It
- 1. The CX Paradox – 3Ways Measuring Your Customer Satisfaction Could Actually Damage It – SM
- 2. The CX Paradox SM Introduction QualtricsOverview The CX Goal The CX Paradox The Solution
- 3. SM Braydon Anderson AaronRobison
- 4. Brands & Organizations 8K+ ofthe top 100 business schools 99 Users 2M+ Used In Countries 90+ The World’s Leading Insight Platform PROVO / USA DUBLIN / IRL SYDNEY / AUS SEATTLE / USA DALLAS / USA
- 5. Customer Insights Voice ofthe Customer Programs Customer Satisfaction Surveys Net Promoter Systems Website Experience Feedback Employee Insights 360-degree Employee Feedback Employee Engagement Surveys Employee Satisfaction Surveys Exit Interviews Market Insights Ad Testing Concept Testing Market Research Academic Studies All your insights in one place
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- 7. to improve thecustomer experience and drive outcomes
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- 9. sometimes measuring CXcan get in the way of a good customer experience
- 10. The CX Paradox OverSurveying Customers Opt Out Management in Silos Non-Native Feedback Experience
- 18. The CX ParadoxSolution Control Contact Frequency Respect Opt Outs Native Feedback Experience
- 22. The CX ParadoxSolution Control Contact Frequency Respect Opt Outs Native Feedback Experience
- 23. feedback has tofeel natural
- 24. feedback has tobe native to the experience
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- 32. “The feedback experienceshouldn’t be longer than the interaction with your brand”
- 33. The CX ParadoxSolution Control Contact Frequency Respect Opt Outs Native Feedback Experience