Before you hit Send, please consider…Read more
I had two experiences recently that reinforced our product development direction at Rally. So much so in fact, I made it a point to talk about them with our engineering team and now I’d like to share them with you.
They went something like this…
A Sampling of Text-2-CommentsRead more
It has been a few months since we launched our Text-2-Comment service. We are grateful for our Early Adopters kicking the tires and helping us work out our kinks while we wait for the launch of our new shortcode and put the finishing touches on our new product.
We wanted to take a minute and share some of the brands that have been mentioned by our Text-2-Comment users…
Customers & Employees: A View Into Cause and EffectRead more
It is nearly impossible, without some serious data ninja skills, to successfully poll and analyze both your employees and your customers to gain insight into their experiences of each other as well as your product or service. Even if you could, repeating the process over time to uncover cause and effect would be both costly and challenging – that is until now.
Is Your Customer Feedback Stuck in an Echo Chamber?Read more
Net Promoter Score (NPS) is a valuable tool used to rank customer satisfaction and feedback. But when concerns arise, that score doesn’t always offer accurate insights into your user experience.
Are you starting to hear rumblings that a valued customer is looking to leave even though they have been giving you excellent scores on their NPS surveys? Unfortunately, it is a common scenario.
Spotlight, Story, Action: 3 Essential Elements to Boost Customer EngagementRead more
Only 23% of businesses are successfully measuring customer experience when researching a product
A 2016 study conducted by Temkin Group on Customer Experience (CX) reveals room for improvement in regards to collecting and implementing customer experience data. There is a wealth of valuable information to be found in CX that can help guide product development that is vastly underutilized.
Finding your Voice of Customer (VOC)Read more
Remember the popular children’s book, Where’s Waldo? In the book, readers are given a call to action: To find the distinctively dressed Waldo-wearing a striped shirt, red hat, and spectacles- on each page of the book. While seek-and-find-books are a popular concept in children’s literature, Waldo really took it to the next level. It was genuinely difficult to find Waldo! Many times reading this book to my kids, I would be tempted to move on without finding the target. But alas, the small people had something to say about that!