How to Leverage It
Giving Customers a Voice
Add video questions to any survey. Just pick the CX surveys that would benefit from deeper, contextual customer feedback. Now you can give customers a voice in the surveys you already use to collect data.
Writing video questions for CX surveys is about as easy as it gets. Whether you have an NPS, CSAT, or CES survey, the easiest way to get authentic stories is to ask consumers why they gave you a score. If you want to move super-fast, you could even replace existing text open-ends with video questions
Understanding your Feedback
Got customer stories? Check. Use them to go deeper in your CX analysis by looking for “wow” moments in experiences, finding opportunities to convert detractors to promoters, and uncovering broken and perfect interactions customers have with your brand.
Now that you’ve got rich, authentic customer stories, it’s time to share them. Share your customer videos in meetings, presentations, workshops, internal events or even in Slack or Teams messages to ensure everyone gets closer to your customer. After all, that empathy won’t drive itself.