Cultivating a customer-centric culture with Decooda Impact Analysis One of the biggest challenges companies face is getting their teams to embrace a culture of customer advocacy. The Decooda Impact Analysis reveals the granular emotions and cognitive insights of the customer experience that get everyone on the team aligned to the needs of the customer. How your customers feel is the
Three Root Causes and Their Solutions. At Decooda, we believe that underperforming CX programs have three distinct root causes: 1) Lack of Strategic and Structural Alignment 2) Misunderstanding the True Voice of Customers and Employees 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee
Too Broad to be Actionable. We’ve seen this situation all too often: The C-Suite lives and dies by the NPS score. That easy-to-understand, but greatly oversimplified metric continually makes its way into the highest-level company presentations, including earnings reports. And every time the latest NPS score is released, the anxiety is palpable as everyone asks the inevitable next question: Why?
What we Ask (and What it Means) Simon Sinek taught us all the value of entering into a challenge by answering the “Why” question in his brilliant Ted Talk: “Start with Why.” But not everybody instinctively starts with why. Different personalities prefer different questions. Ideators start with “Why.” Why is this relevant? Why should I care? Why did it happen? These
The OODA Loop: How to turn uncertainty into opportunity As the world moves faster and faster, we need to improve our ability to change our minds based on a changing reality. By doing this, we can turn uncertainty into opportunity and ambiguity into advantage. OODA is a model of individual and organizational learning and adaptation to do just that. The
VAR: Get the Why Behind Professional Soccer’s Divisive Controversy How many times have commentators, fans, and players debated the efficacy of VAR during the FIFA Women’s World Cup 2019? Countless times. Cameroon fans and players expressed noticeable emotion during their Round of 16 match against England. Some claimed that VAR decisions were incorrect and failed to properly determine offsides infractions,
Getting the best insights hinges upon asking the best questions Decooda accurately detects how customers think, feel and act about a product, experience or brand, and uncovers how those thoughts and feelings translate into behavior, in order to understand the relative importance of each customer touch point. Our years of experience have shown us that using open-ended survey questions to
This webinar replay offers insights into how the CX industry continually evolves the ability to measure customer experiences by providing actionable insights for customer experience professionals looking to establish distinctive, differentiated brands in the crowded travel and lodging landscape.
Guest post by: Amanda Forshew, Managing Partner, Customer Alignment Will we see something new for CX in 2018 or will it be more of the same? If it is more of the same, then the experience gap that has opened will only get bigger. Forrester has called it ‘A year of Reckoning’; they state that there is “a burning platform
Is your CX survey diminishing the perception of your brand and still not giving you the insights you need – then you need Decooda. Your customers will love our IMAGINATIVE one question survey technique, and the executive team will love the insights we produce.