Red metrics provide incredibly valuable insights from your CX and operational data. But we’re conditioned to think that success equals a green scorecard. Here's how to put the focus back on what really matters.
Customer-led product strategy is about designing the best product experience. But how should you approach it, and avoid common pitfalls?
A game-changing system that product ops can (and should!) implement is a Voice of the Customer (VOC) program for the product team. Done right, a VOC program will improve decision-making, clarify priorities and validate product roadmaps.
NPS, CSAT, CES...it doesn’t matter how many letters you throw out there or how many customer experience (CX) scores you get. If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Through comments in customer
Everyone says they want customers to be satisfied, but what are you actually doing to make customers happy? How do you know if you’re on the right track? How do you know if your customer satisfaction efforts make a difference? Why even aim for customer satisfaction at all? We
Each month, Thematic hosts a virtual roundtable (a casual Zoom call) for insights professionals within our community. Together, we discuss how we’re seeing this space evolving and swap notes on best practices! Join our community here. COVID is continuing to create CX complexities - so connecting with people facing
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
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
A complete and comprehensive guide to help you calculate the ROI of CX and prove the value of CX & NPS to executive teams. A customer experience ROI guide.
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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
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 alone. Use this post as a guide to lead the way to execute best practice survey analysis.
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