3:21 Should 4&5 be switched? Depending on the industry, is it better to poll customers and clients at various points in during the service process? In your example it allowed them to fix the problem and keep you as a customer.
Richard yes you are absolutely correct. It is ideal to survey customers at various touch points throughout the customer journey. This clip did not include my suggestions for that. Ideally you poll at different places including 1) upon completion of various touch points (like post check-in for the example in the video), 2) at key segmentation points to provide insight as to how to better serve various segments, 3) on abandonment if they leave your funnel, service or subscription, 4) on completion of first purchase to determine the quality of the buying experience and 5) upon delivery of the product or provision of the full service for overall experience rating.
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3:21 Should 4&5 be switched? Depending on the industry, is it better to poll customers and clients at various points in during the service process? In your example it allowed them to fix the problem and keep you as a customer.
Richard yes you are absolutely correct.
It is ideal to survey customers at various touch points throughout the customer journey.
This clip did not include my suggestions for that.
Ideally you poll at different places including 1) upon completion of various touch points (like post check-in for the example in the video), 2) at key segmentation points to provide insight as to how to better serve various segments, 3) on abandonment if they leave your funnel, service or subscription, 4) on completion of first purchase to determine the quality of the buying experience and 5) upon delivery of the product or provision of the full service for overall experience rating.