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Johanna Sinkkonen

Customer Feedback Loop: What is it and how to close it

November 27, 2020October 13, 2020 by Johanna Sinkkonen

Closing the customer feedback loop drives your business forward with a customer-centric strategy while including your customers in a dialogue about positive changes based on their needs.

Categories Customer Experience, Customer Feedback, customer insights Tags Customer Experience Management, Customer Feedback, customer feedback loop

Measuring customer loyalty: This is how you do it

November 17, 2020September 8, 2020 by Johanna Sinkkonen

Measuring customer loyalty can be done in a number of different ways. NPS, customer lifetime value, and customer loyalty index are a few ways to measure customer loyalty.

Categories Customer Experience, Net Promoter Score Tags Customer Experience, Customer loyalty

How to justify A CX program to your CEO

November 26, 2020May 20, 2020 by Johanna Sinkkonen

Many feel like they face an uphill battle when trying to justify a customer experience program to a CEO. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it.

Categories Customer Experience Tags Customer Experience, Customer Experience Management

How to conduct B2B customer surveys that provide ROI

November 18, 2020April 23, 2020 by Johanna Sinkkonen

Conducting B2B customer surveys is for many a struggle. There are two major problems that B2B surveys often experience; not able to collect enough responses and hard to act on the feedback. Learn how to overcome these typical B2B survey problems.

Categories Surveying Tags Customer Experience Management, Surveys

7 Ways to Allocate Customer Experience Resources More Wisely

November 26, 2020March 20, 2020 by Johanna Sinkkonen

When money is tight and businesses are going through hard times, how can a business properly manage their customer experience management (CXM) resources wisely? We’ll share everything you should know about allocating and managing your customer experience program when times are tough.

Categories Customer Experience Tags Customer Experience, Customer Experience Management

The Difference Between Transactional Surveys and Relationship Surveys

November 18, 2020February 20, 2020 by Johanna Sinkkonen

There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer.

Categories Surveying Tags Customer Feedback, Surveys

A Checklist For Starting to Measure Customer Experience

November 20, 2020January 10, 2020 by Johanna Sinkkonen

We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way.

Categories Customer Experience Tags Customer Experience, Customer Experience Management

Business Value and ROI of Customer Experience: The Step-by-step Guide

December 4, 2020December 12, 2019 by Johanna Sinkkonen

Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits.

Categories Customer Experience Tags Actionability, Customer Experience Management

A great Customer Experience starts with a great Employee Experience

November 19, 2020October 22, 2019 by Johanna Sinkkonen

Organizations are starting to realize the key to a world-class customer experience is nailing the employee experience first. After all, satisfied employees are more likely to create satisfied customers.

Categories Employee Experience Tags Customer Experience, Employee Experience

The Importance of Customer Satisfaction

December 4, 2020August 13, 2019 by Johanna Sinkkonen

The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important.

Categories Customer Experience Tags Customer Experience, Customer Satisfaction
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