About Max Israel

Max Israel is founder and CEO of Customerville, the design-driven customer feedback platform. Customerville blends technology with art and behavioral science to make customer experience surveys richly engaging, for customers and employees who receive the feedback.

Surveys – we all get them. Companies send about a quarter of a trillion of them yearly, which is too much, as we can all agree. With such overwhelming numbers and the fact that most of them are generic, there is this survey fatigue going on. Customers rarely respond to surveys, and if they do, it’s usually because they are either delighted with the service or because they are extremely unhappy with it.

In this episode, you’ll learn:

  • Why is there such a massive number of surveys in general? Does the answer lie in the fact that companies send a lot of surveys but rarely use the feedback they receive?
  • How much do timing and channel impact survey responses, and are there some basic rules behind them?
  • Customerville’s specific techniques they use to make sure they ask the right questions.
  • How companies need to appreciate their employees more and how they play a vital role in improving customer experience and survey responses.

“We are talking about appearing authentic and engaged as people. The same rules apply to surveys.”

– Max Israel
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A big problem with surveys today lies in the fact that people don’t feel like brands are listening to them. Engagement with surveys is very low, and something needs to be done to change that.

“This is not about putting some stuff in the file, it’s about creating a vivid story for the employee every day.”

– Max Israel
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Connect with Max


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