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Here are our top 5 predictions for 2018.

1/ Companies will evolve voice of customer programs from measuring satisfaction to driving satisfaction. Legacy customer feedback tools focus on measuring satisfaction. When I say ‘measuring satisfaction’ I mean asking questions like “How satisfied are you with our company/site/app?” It’s good for trending aggregate results, but not so good at informing day to day business decisions. Instead of ‘How satisfied are

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Why Progressive Profiling Engine?

Our approach to building tech products is more creative than technical. Our first product, 360 Insights, certainly has a number of technical innovations. But the true innovation is looking at an age-old problem of better understanding customer needs from a completely new perspective (that is, rather than sifting off a tiny fraction of users and

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Enhanced Targeting, Enhanced Workflow, Enhanced Formatting!

Today we announce three key features and a handful of optimizations and bug fixes to enable even better user feedback collection. [av_hr class=’invisible’ height=’100′ shadow=’no-shadow’ position=’center’ custom_border=’av-border-thin’ custom_width=’50px’ custom_border_color=” custom_margin_top=’30px’ custom_margin_bottom=’30px’ icon_select=’yes’ custom_icon_color=” icon=’ue808′ font=’entypo-fontello’] Targeting Based On A User’s Previous Responses Clients are now gathering feedback from users to inform their business decisions; that’s

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Using Custom Data For Advanced Targeting

As customers get more mature in how they leverage Pulse Insights, they often want to ask questions of increasingly targeted groups of users. For example, a client may want to ask questions of: Customers who haven’t purchased anything in the last 30 days Customers who have an internal attrition risk score above 70% Customers who

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5 listening habits that can transform your business

Knowing when and how to ask for something is just as important as knowing what to ask. The sooner we appreciate that, the better response and insights we’ll enjoy when talking to customers. To help them on their way towards better and faster learning, here are five listening habits I encourage every researcher to adopt:

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Do you believe? How this question leads to customer action

For over 20 years, companies have been asking their website visitors plenty of questions. Too many, in fact. But they have largely failed to ask one of the most powerful questions of all: “Do you believe?” When you ask that one question, a world of opportunity opens up. First, knowing the answer to that question

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6 useless survey questions you need to stop asking

For whatever reason, customer feedback surveys have changed very little (if it all) over the last two decades. They’re long, disruptive, and still ask a lot of lifeless or redundant questions. So before creating your next survey—hopefully a fast-moving, in context, and micro one from Pulse—consider ditching these in favor of smarter ones:   1)

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Small Data Makes Sense of Big Data

Big Data? I prefer Small Data, thank you.

The bigger you get, the harder it becomes to listen to your customers. This applies to company size as well as the amount of data you’re handling. I speak from experience.   To reconcile differences of opinion, let’s define what big data usually means. Also called data science, analytics, business intelligence or just good ole

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