Satisfaction Visualized: The Power of Multimedia Customer Feedback
Surveys are at an interesting crossroads in the modern experience landscape. On one hand, brands have traditionally relied on written questions to solicit feedback and suggestions from customers....
View ArticleWhat Does Customer Experience Look Like in the World of Coronavirus?
We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! Rather, these messages are about what these organizations are doing...
View ArticleModernizing Your Customer Feedback Strategy Part 1: The Evolution of Listening
In today’s digital world, keeping up is no longer the goal; it’s getting ahead. With customers engaging with brands in a myriad of ways and channels, the ability to transform feedback into actionable...
View Article4 Keys to Successful Customer Communication in the Coronavirus Era
The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe. The sudden influx of physical distancing,...
View ArticleWhy Market Research is Vital to Your CX Program in Times of Crisis (and Beyond!)
Let’s start off with a question that people around the world have been asking throughout the past few weeks: Why is toilet paper such a demand-buy in the current COVID-19 climate? Customers are heading...
View ArticleProving Customer Experience’s Business Value: Customer Retention
A brand hasn’t won the battle once it’s acquired new customers. Far from it. Once a company has convinced a customer to buy with it, that brand needs to continually meet or exceed customer expectations...
View ArticleHow to Ensure Effective Survey Design During a Pandemic
Like everything else having to do with customer experience (CX), listening to customers has been turned upside down by the coronavirus pandemic. Suddenly, brands need to consider how to survey their...
View ArticleEmployees Are Feeling Uncertain. Here’s How to Engage With Them.
There’s been a lot of discussion about how to interact with customers during this uncertain time, but another topic calls for some serious conversation: how do brands engage with their employees? Just...
View ArticleWhy Closing The Inner Loop is Essential to Brand Success
What exactly does the term “closing the loop” mean to you? Is it the part of an experience strategy that is only executed by the most mature customer experience (CX) organizations? Does it refer to...
View ArticleTips to Help Your Employees Stay Healthy While Working from Home
With everything going on in the world, many workplaces are making the switch and having their employees work from home. As nice as it sounds to stay home all day, routine changes can take quite a toll...
View ArticleHow Grocery Stores & Supermarkets Can Provide Excellent Essential Experiences
Grocery stores and supermarkets are accustomed to being a central part of their customers’ lives, but in the age of COVID-19, many brands are finding that they are the only destination for...
View ArticleModernizing Your Customer Feedback Strategy Part 2: Modern Listening Methods
Customer journeys are increasingly complex. And each customer’s brand perception is informed by an accumulation of many experiences across multiple channels. To understand this perception, it’s no...
View ArticleHow Your Experience Programs Can Step Up in a Time of Crisis
It’s clear that the Coronavirus has affected everything from commerce to customers, but how precisely is it impacting customer experience (CX) programs? Additionally, how can companies use their...
View ArticleLuxury & Lifelines: COVID-19’s Impact on Customer Income
The Coronavirus has drastically altered retail life in seemingly no time at all, leaving both brands and customers around the world scrambling to adjust to a new or ‘next normal’. Though the challenges...
View ArticleHow to Close The Outer Loop and Create a Culture of Customer Centricity
To many customer experience (CX) practitioners, closing the loop refers solely to solving individual customer problems and making it clear that those concerns have not only been heard, but also...
View ArticleAre You Making the Most of Your Experience Programs?
The COVID-19 pandemic changed the way many companies do business overnight. Businesses have shut their doors or reduced operating hours, shifting traffic to overburdened websites and call centers....
View ArticleHow to Build a World-Class Customer Experience Program
Though every organization needs a customer experience (CX) solution tailored to its own industry, challenges, and strengths, there are several fundamental traits that all successful CX programs share....
View ArticleHow to Find The Right CX Partner for Your Business
Developing and maintaining a customer experience (CX) program is challenging, which is why many brands turn to a partner to help see this massive endeavor through. If, like many business leaders,...
View ArticleCan You Change Your Member Experience During These Challenging Times?
With the spread of the COVID-19 virus, healthcare is right at the center of nearly every conversation. Many consumers are asking questions about their own healthcare coverage. Who do I turn to with...
View ArticleA Glance at The Post-COVID Retail Landscape
We’ve examined how COVID-19 is currently impacting the retail world, as well as the effects that major retail brands are suffering as a result of the ongoing pandemic. As quarantine measures and other...
View Article