Customer Experience
Read blog articles and stories on how to measure customer experience, how to identify what you need to improve and how to analyze feedback data to understand your customer needs.
Are you really engaging customers? 3 tips to get customer engagement right Paid Members Public
Are you doing customer engagement right? Too many marketers assume that their strategies and offers are engaging their customers. This assumption is often wrong. Unless you are engaged in two-way dialogue and providing value-added communications, you have no idea what customers think about your business and your marketing tactics [https:
Amazing customer experience begins with engaged leaders Paid Members Public
Providing amazing customer experience and customer service is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In the simplest form, excellent service is the result of treating customers with courtesy and respect. Treat them like people first,
Why is your customer experience not improving? [video] Paid Members Public
Are you doing “all the right things” but your customer experience (CX) is still not improving? There might be hidden forces preventing you from reaching your customer experience goals. Watch our webinar with CX expert Megan Burns, (keynote speaker, executive advisor and Former Vice President Principal Analyst, CX at Forrester.
Customer conversations guide: 10 questions you should add to your script Paid Members Public
Let’s face it, any business owner can benefit from conversations with customers. It’s the only way to find out what customers think. In this post, you will learn which questions will prompt customers to share their views in depth. What do your customers really want? According to a
The best dating apps 2018 ranked - which one finds you the big love? Paid Members Public
I can’t deny feeling like channelling Carrie Bradshaw, as I sit in front of my MacBook, feverishly typing this post, sipping on my black coffee and thinking back to past dating experiences. Well, Carrie did not have the luxury of using the plethora of dating apps we do today.
Does it matter which customer experience metric you choose? Paid Members Public
Are you responsible for measuring the progress in improving customer experience? If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention
How to combine science and emotion for customer experience success [video] Paid Members Public
If you missed our recent webinar with customer experience expert Maurice Fitzgerald and Alyona Medelyan, CEO of Thematic, check out the highlights here. Maurice is former VP of Customer Experience at HP, author of 4 books on customer experience strategy and the Net Promoter Score. Alyona talked to Maurice about
Why invest in the Net Promoter Score? Paid Members Public
Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? The debate is rife amongst NPS evangelists and those who are more doubtful, so here I share some examples of companies who have invested in NPS and made real improvements. (In this post,