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.
The case for making customer experience a business priority Paid Members Public
Why focus on the customer experience as a business priority? The most successful companies understand that achieving high customer lifetime value is the result of consistently delivering excellent customer service and customer experience (CX). Superior Customer Experience Leads to More Customers Companies who have a superior CX have an increased
What we learned from analyzing 350K customer reviews of major fashion brands Paid Members Public
We analyzed 350K customer reviews of several high profile fashion brands to discover insights and learn how they're perceived by the public.
Artificial Intelligence (AI) and Customer Experience in the limelight Paid Members Public
There is no argument that AI is here and it’s here to stay. AI has been a hyped-up term for quite a while and is now a reality. This blog is a start of a series of blogs focusing on AI and how it can help improve your customer
3 ways Artificial Intelligence and Machine Learning improve CX Paid Members Public
Artificial intelligence (AI) tools make it possible to easier anticipate customer needs in multiple ways. For example, marketers can analyze vast volumes of customer data, identifying the characteristics of high-value past customers which allows businesses to create highly personalized campaigns. Sales teams can quickly identify customer purchasing patterns and customer
Annette Franz shares her 7 deadly sins of customer experience Paid Members Public
Customer experience expert, Annette Franz, shares her “7 Deadly Sins of Customer Experience” and her best tips for a successful customer experience transformation journey. Annette, please can you give us an overview of your career to date? I’ve been in this customer experience profession since long before it was
3 best practices for coding open-ended questions Paid Members Public
Open-ended survey questions often provide the most useful insights, but if you are dealing with hundreds or thousands of answers, summarising them will give you the biggest headache. The answer lies in coding open-ended questions. This means assigning one or more categories (also called codes) to each response. But how
The Kano Model - guest post by Michael D. Lieberman Paid Members Public
In this guest post, Michael Lieberman takes us through the Kano Model of customer satisfaction. This simple, powerful model is used to understand the difference between Basic, Performance, and Delighter features of a product or service.
Customer experience insights with Jeremy Watkin, Customer Service Leader at FCR Paid Members Public
We interview Jeremy Watkin, the Customer Experience Leader at FCR and co-founder and regular contributor on Customer Service Life. He shares his keys to building a great customer experience program and how lack of employee engagement can affect the customer experience. Can you briefly explain your background and current role