The CX Paradox: 3 Ways Measuring Your Customer Satisfaction Could Actually Damage It

1. The CX Paradox – 3 Ways Measuring Your Customer Satisfaction Could Actually Damage It – SM

2. The CX Paradox SM Introduction Qualtrics Overview The CX Goal The CX Paradox The Solution

3. SM Braydon Anderson Aaron Robison

4. Brands & Organizations 8K+ of the 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 of the 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

6. The CX Goal SM

7. to improve the customer experience and drive outcomes

8. The CX Paradox SM

9. sometimes measuring CX can get in the way of a good customer experience

10. The CX Paradox Over Surveying Customers Opt Out Management in Silos Non-Native Feedback Experience

11. The CX Paradox Solution Control Contact Frequency Respect Opt Outs Native Feedback Experience

13. feedback has to feel natural

14. feedback has to be native to the experience

15. NATIVE FEEDBACK Twitter

16. NATIVE FEEDBACK Twitter

17. NATIVE FEEDBACK Citrix

20. NATIVE FEEDBACK In-email surveys

21. NATIVE FEEDBACK In-email surveys

22. “The feedback experience shouldn’t be longer than the interaction with your brand”