Customer Feedback Loop: What is it and how to close it
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.
Johanna Sinkkonen
Measuring customer loyalty: This is how you do it
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.
How to justify A CX program to your CEO
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.
How to conduct B2B customer surveys that provide ROI
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.
7 Ways to Allocate Customer Experience Resources More Wisely
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.
The Difference Between Transactional Surveys and Relationship Surveys
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.
A Checklist For Starting to Measure Customer Experience
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.
Business Value and ROI of Customer Experience: The Step-by-step Guide
Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits.
A great Customer Experience starts with a great Employee Experience
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.
The Importance of Customer Satisfaction
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.