Open-ended questions are a fantastic way to reduce the length of a survey and increase response rates, but how do you take 10,000 responses to an open-ended question and understand them in a reasonable amount of time?
It is intuitive that improving customer experience is good for your business. But how do you demonstrate the link between customer experience and its tangible value to your business?
To get the most out of the transition to a customer-centric organisation, it is essential to understand the why behind what your customers are saying about their experiences with your organisation.