Customer Metrics
4 Tips For Creating A VoC Program That Can Measure CX Success
CX (Customer Experience) has become a bit of a buzzword, which is fantastic! More and more businesses are recognizing the importance of two things: 1. Understanding the customers' experience. 2. Implementing a customer centric mindset throughout the organization. As I mentioned in my last article (CX vs CS), improving CX
The touchpoint NPS oxymoron - The likelihood to recommend a brand isn’t built on a single interaction
Traditionally, customer research and insights teams were tasked with capturing the voice of the customer, and generating meaningful insights to inform decision-making and ultimately improve CX. Market research was the easiest way to gather customer feedback strategically, rather than listening to anecdotal stories from sales or contact centre agents. Amongst
![Calculating the ROI of CX: Complete Guide 2020 [Includes Spreadsheets]](/insights/content/images/size/w1378/wordpress/2019/08/shutterstock_554039128-1.jpg)
Calculating the ROI of CX: Complete Guide 2020 [Includes Spreadsheets]
This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. We’ve also created spreadsheets
How to get CX buy-in from decision makers to truly improve CX: Report surveying 150 CX professionals
Getting CX buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this. We surveyed 150 CX professionals to learn about their current role and situation: Are they getting buy-in in their organization? Which
How to analyze survey data: best practices for actionable insights from survey analysis
Collected all of your survey data? Great. Confused about what to do next and how to achieve the optimal survey analysis? Don’t be. If you’ve ever stared at an Excel sheet filled with thousands of rows of survey data and not known what to do, you’re not
Don’t let customer satisfaction surveys tarnish your brand
The idea of customer satisfaction surveys originated with good intent. Businesses wanted to know how their customer’s felt so they could make things better. Unfortunately, somewhere along the way, things went wrong. Now, customers are surveyed incessantly. Some companies hound their buyers for responses after every interaction and then
How to create unified customer data through advancements in technology
Sometimes customer experience leaders make things more complicated than they need to be. If you ask consumers what they want, they’ll tell you quite plainly: fast, simple experiences and good prices. Fancy technology and personalization for its own sake? Not so much. Customers want technology that makes
How to leverage your customer insights for growth in 2019
If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. And on the flip side, if you have already invested in a VOC initiative, there are multiple ways you can use this data
Are you really engaging customers? 3 tips to get customer engagement right
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. Our
Vodafone: transforming customer experience with Thematic insights
Vodafone New Zealand has measured Touchpoint Net Promoter Score (TNPS) for many years. Three years ago, Vodafone Group migrated to an established Voice-of-the-Customer platform and Vodafone New Zealand was a key pilot market. In 2018 the company set an ambitious goal to significantly increase Touchpoint NPS across all customer-facing teams.
![Why is your customer experience not improving? [video]](/insights/content/images/size/w1378/wordpress/2018/11/xadult-business-commerce-375889.jpg.pagespeed.ic.G-3KE-OiQ5.jpg)
Why is your customer experience not improving? [video]
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
Does it matter which customer experience metric you choose?
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