Customer Experience
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:
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 do some companies succeed with their VOC program while others struggle? We now have more data on customers than ever before, but discerning your customers' “voice” from all the noise can be really difficult if you don't have a proper system in place. Organizations with a Voice of Customer
![Why is your customer experience not improving? [video]](/insights/content/images/size/w1378/wordpress/2018/11/adult-business-commerce-375889.jpg)
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.
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
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.
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]](/insights/content/images/size/w1378/wordpress/2018/09/blur-bokeh-bright-613321-1.jpg)
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
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,
How do you focus on just the critical issues when you’re analyzing VOC insights? Here, we look at the Pareto principle. This is part 4 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona
![My greatest learnings from 10 years leading customer experience at HP, by Maurice FitzGerald [video]](/insights/content/images/size/w1378/wordpress/2018/08/adult-bags-beautiful-919453.jpg)
If you missed our webinar with customer experience expert Maurice FitzGerald, catch the recording here. He shares his greatest learnings from his 10 years at HP as CX lead. He’ll also go through how to properly structure a successful CX project and you’ll learn other tidbits too! You’
Recently we spoke to Customer Experience (CX) legend Maurice Fitzgerald, the former VP of Customer Experience at HP, author of 4 books on the subject of customer experience strategy and Net Promoter Score, and global keynote speaker. These are the highlights from our webinar with Maurice, “How to combine science