PeopleMetrics

In Lesson #29 of the Listen or Die with AI series, I took a look at the importance of social reviews. These might be the most important survey that your company sends. Why? Because they're public surveys available to everyone online, with the potential to make or break your brand reputation. Potential customers read those reviews to make a decision on whether or not they will buy from your company. So where do I see AI fitting into all of this? AI can significantly streamline how you manage your social reviews. It can help recognize the sentiment across the reviews, putting them into buckets like "positive", "neutral", or "negative", alerting your team whenever there is an urgent issue. AI can even help identify patterns and trends across hundreds of reviews, so you can see and react to problem areas to resolve them quickly and efficiently. If a customer has a negative experience with your company, AI can alert you to this review, helping you respond quickly to try and mitigate the issue, turning a potential churn into a loyal customer. One thing AI has not replaced is the need for a human response. Genuine empathy, personalized apologies, and thoughtful responses to each review is imperative, and even more so on the negative ones. So, social reviews are still as important, if not more so, than ever. And AI can help you identify patterns and sentiment, helping you prioritize your responses. But genuine human interaction remains at the heart of successfully managing social reviews. How are you managing your social reviews? Are you using AI to help analyze social reviews across platforms? Let me know in the comments below!

Real-World Insights, Real Business Impact! Our updated Case Studies page is live. Explore our page to see how companies use PeopleMetrics' customer experience and market research expertise to turn data into real results. Check out these success stories and discover what's possible for your business. https://hubs.li/Q03c7SHL0

To incentivize or not to incentivize? That was still the question that needs answering as I looked back at Lesson #28 in the Listen or Die with AI series. I'm sure it comes as no surprise that customers will respond better when there's something tangible on the line. But with shorter, more frequent transactional VoC surveys that are used today, should you be incentivizing your participants? Check out my latest blog to find out the answer and where AI plays into the process at the link below! https://hubs.li/Q03bZcYz0

In the latest addition of Listen or Die with AI, I revisited Lesson #27 to find that: Putting the first survey question in the email invitation is still the best way to increase response rates. AI seems to be transforming nearly every aspect of Voice of the Customer, from revolutionizing survey design to personalizing customer interactions at scale. But embedding your first question right into the email is one thing that hasn't changed. By doing so, you remove friction. No one wakes up thinking, "I can't wait to take this survey." But by adding the first question right into the email, suddenly they're answering the question before they even realize it. In fact, we've seen response rates double when this is implemented. That small shift - reducing the steps between receiving the email and providing feedback - has a massive impact. And sure, AI can help with things like personalization, timing, and testing, but these are just incremental improvements. The strategy of embedding the first survey question remains just as effective as ever. So, if you're looking for a way to improve response rates, don't overthink it. Put your first question in the email invite! What do you think? Have you seen an impact in putting the first question right in the email? Are there other areas of VoC where AI hasn't made much of a difference? Let me know! I'd love to discuss. #CX #CustomerExperience #MarketResearch #AI #VoC #VoiceOfTheCustomer #CustomerFeedback

In Lesson #26 of the Listen or Die with AI series, I revisited the hidden costs of cheap, generic surveys. Don't forget: the survey experience is part of the customer experience. If your survey experience is poor, your response rate drops. If your response rate drops, your data quality suffers. And if your data quality suffers, your VoC program is useless. And I know, as a CX professional, you want your VoC program to thrive. ??Learn more about the dangers of sending cheap, generic surveys and how AI is making survey design smarter and more engaging at the blog below! ?? Lesson #26 Revisited: The Hidden Cost of Cheap, Generic Surveys—And How AI Could Change That https://hubs.li/Q03bnJKJ0 #CX #CustomerExperience #MarketResearch #AI #VoC #Survey #CustomerFeedback

Who is going to LIMRA's Workplace Benefits Conference? Our team will have a booth there and we'd love to see you! Stop by the PeopleMetrics booth to say hello.

Revisiting Lesson #25 in our Listen or Die with AI series, I focused on one of the most challenging aspects of your Voice of the Customer program: Customer Samples Lists. Without them, you can't collect feedback at scale. And, even worse, an inaccurate list will leave you flying blind. In relationship surveys, these lists are pretty easy to come by- just pull a list of active customers from the past 6 or 12 months and run with it. However, transactional surveys is where things start to get tricky. Surveying customers right after an interaction requires a real-time, automated flow of transactional data from internal systems like your CRM, point-of-sale systems, or customer service platforms. But the problem is, most companies don't have these automated processes to extract and feed this data into a VoC platform. In a few years, we'll likely see VoC platforms with AI-powered automations that eliminate many of these headaches. But the truth is, we're not fully there yet. Where do I see AI helping with you customer sample list management? ??Automated Data Extraction & Integration AI-powered integrations could pull customer lists directly, eliminating the need for IT-driven manual exports ??Data Cleansing & Deduplication AI could identify and remove duplicate records, ensuring customers don't receive multiple surveys, while also flagging missing or invalid emails ??Smart Sampling & Predictive Targeting AI could analyze who is most likely to respond to your surveys, prioritizing them to increase response rates ??Real-Time Survey Triggers Based on Behavior AI could monitor customer behavior in real time, triggering surveys at the right moment and allowing VoC programs to collect feedback on their experience But until AI reaches the point where it can fully automate sample list management, your IT department is still your best friend when it comes to your lists. Right now, managing VoC sample lists is still a manual, IT-heavy process. But AI has the potential to streamline and automate data collection in the near future, reducing friction, improving accuracy, and increasing response rates. ??How does your company currently handle customer lists for VoC? Are you using any AI-driven improvements? Let me know- I'd love to discuss! ?? #CustomerExperience #VoC #CX #MarketResearch #AI #CustomerLists

In Lesson #24 from the Listen or Die with AI series, I took a look at survey length. Typically, the shorter the survey, the better your response rate. However, while you might see more complete surveys, the responses may not provide enough detailed data to show how you're performing across specific areas. In the link below, I go into detail about the problems with relying on overly short surveys, the ideal range for your survey, and how AI plus human interaction is the key to creating the perfect survey. https://hubs.li/Q039RFdN0 Does your company lean toward shorter or longer surveys—and what results have you seen? Let me know in the comments below! #CX #Survey #MarketResearch #CustomerExperience #VoiceOfTheCustomer #CustomerFeedback

We're excited to finalize our 2025 conference schedule and would love to know which industry events you're planning to attend. Don't see your chosen conference on our list? Please share it in the comments section so we can explore new networking opportunities!