8 Articles

Tulsi Dharmarajan

Director, Product Management at MaritzCX. Tulsi has been in the feedback management and customer experience space for the past 20 years during which time she’s held roles in engineering, product management, and design. She spends her free time mentoring startups, organizing Design Evenings (DesignEvening.com), and working towards social change with a couple non-profits.

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CX On The Go

I recently received a survey from a retail vendor - yes, right after the...

Persuasive Survey Design

While browsing entertainment options on a 10-hour trans-Atlantic flight, I spotted a “feedback survey." Unfortunately, the feedback process quickly went downhill with too many clicks, questions I did not understand, and a lengthy feedback form. The designers of the form had failed to consider the feedback process from the respondent’s perspective. In my chapter Persuasive Survey Design in Allegiance’s book, Delivering Customer Intelligence, I discuss in detail how good survey programs designed from the respondent perspective can lead to higher response and completion rates and provide a more engaging, user-friendly experience.

October 24, 2012 By: Tulsi Dharmarajan

Invitation Reporting 101

This is the first in a series of blog posts regarding use of features and functions available in the Allegiance Engage7 Voice of Customer platform. Allegiance Engage7 has several advanced survey campaign analytic capabilities that enable you to treat invitation data as first-class data, similar to response data. We realize that who is invited, how many responses you get, and the response rate are vital to data analysis.

January 15, 2012 By: Tulsi Dharmarajan

Persuasive Survey Design

While browsing entertainment options on a 10-hour trans-Atlantic flight, I spotted a “feedback survey." Unfortunately, the feedback process quickly went downhill with too many clicks, questions I did not understand, and a lengthy feedback form. The designers of the form had failed to consider the feedback process from the respondent’s perspective. In my chapter Persuasive Survey Design in Allegiance’s book, Delivering Customer Intelligence, I discuss in detail how good survey programs designed from the respondent perspective can lead to higher response and completion rates and provide a more engaging, user-friendly experience.

October 24, 2012 Tulsi Dharmarajan

Invitation Reporting 101

This is the first in a series of blog posts regarding use of features and functions available in the Allegiance Engage7 Voice of Customer platform. Allegiance Engage7 has several advanced survey campaign analytic capabilities that enable you to treat invitation data as first-class data, similar to response data. We realize that who is invited, how many responses you get, and the response rate are vital to data analysis.

January 15, 2012 Tulsi Dharmarajan

Iron Chef Skills: A Recipe for Survey Creation

In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal. This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter. By acquiring knowledge to understand the needs of the customer and communicating care, VOC experts strive to deliver improved products and services and create happier customers.

November 16, 2010 Tulsi Dharmarajan