Surveys Aren't Enough Experience Action podcast

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Surveys Aren't Enough

5d ago 12:42

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When surveys fall flat, the real story still lives in customer conversations, behaviors, and signals. In this episode, we explore how to move from survey programs to real feedback strategies—ones that capture those signals, connect them to outcomes, and drive action leaders can feel.

You’ll hear how to combine quick, purposeful interviews, observational studies, and analytics for a full picture of what customers think, feel, and do. We also unpack where AI fits in—how NLP, speech analytics, and social listening reveal patterns at scale, while humans still guide the questions and actions.

From frontline insights to early warnings of silent churn, we cover practical ways to detect issues, act fast, and close the loop. You’ll leave with five essentials for building a connected feedback ecosystem and turning listening into lasting improvement.

Resources Mentioned:
Learn more about CXI Membership™ and apply -- http://CXIMembership.com
Experience Investigators Website -- https://experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Chapters

1. The Limits Of Surveys (00:00:00)

2. Shift To A Feedback Strategy (00:00:36)

3. Interviews For Emotional Insight (00:01:37)

4. Observe Real Customer Behavior (00:03:17)

5. Mining Unstructured Feedback With AI (00:04:19)

6. Social Listening And Competitor Signals (00:05:07)

7. Frontline Feedback Loops (00:05:59)

8. Detecting Quiet Churn Risk (00:06:30)

9. Five Essentials Of Feedback Strategy (00:07:04)

10. Pilot, Govern AI, And Close The Loop (00:10:40)

11. Resources And How To Ask Questions (00:11:23)

12. Closing And Where To Learn More (00:12:16)

142 episodes

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