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How Companies Often Miss the Point on Customer Complaints

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In my work on customer experience, I often observe that complaints are a much-ignored source of improvement by many organizations. There are many reasons...

3 Survey Design Tips To Drive Business Impact

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For the last few years, customer experience (CX) professionals have been claiming that customer surveys are dead. They say that customer satisfaction (CSAT) surveys...

The Connection Between Customer Experience (CX) and Employee Experience (EX)

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Research shows that Customer Experience (CX) and Employee Experience (EX) have a close relationship. In today’s era, in which our professional and personal worlds...

Leveraging Data to Improve the Customer Experience

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When you consider how customers interact with organizations these days, it quickly becomes apparent that much of that interaction is through digital channels. “CX”...

5 Common Mistakes To Avoid When Creating CSAT and NPS Surveys

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Using different feedback metrics is crucial in a CX toolbox. CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score) are two of the most...

Are you designing your experiences for customer loyalty or for customer...

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Last week, I worked at the Philz coffee shop in my neighborhood, where there was a line of patrons waiting 15 to 20 minutes...

RIP CSAT – POV Article by Ben Phillips CCXP

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Whilst many Customer Experience professionals, by virtue of their jobs, spend a lot of time looking into the future, we are going to take...

Prospecting and Customer Experience

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Customer Experience is incorporated into many aspects of an organization and receives quite a bit of attention for data, analytics, supply chain, logistics, technology,...

Shrijay Sheth’s POV on The Common Misunderstanding of What CX is...

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There is an old saying in the world of business – 'Customer is King'. But I think this needs some tweaking. 'Customer Experience (CX)...

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