Want to know how to collect customer feedback? How do design your customer surveys to ensure high response rate? Read about the best practices, find out when, where and how to ask for feedback and build a follow-up plan.
The answer to the popular and essential question: who is responsible for customer experience? In short, everyone is. Find out what are the organizational roles in customer experience management of product, sales, development, finance, HR and most importantly, top leadership of your company.
What is NPS? Learn more about the Net Promoter Score and find out how NPS can benefit your company: how to collect NPS to best practices, benchmarks and case studies.
When measuring customer experience, don't just blindly follow CX established KPIs or metrics scores. Understand the text customer feedback and emotions of you customers. Find out what truly drives your customer experience.
If you ever wondered how to analyze large amount of customer feedback, text analytics is for you. Find out how the popular text analytics tools and sentiment analysis can ease your work of customer experience management. Understand text feedback from Net Promoter Score, CSAT or CES.