5 min read
Customer ExperienceHoliday Marketing Initiatives – The Naughty and Nice ListIt’s that time again! Love it or hate it, the end of year festive season is a massive opportunity for businesses. It’s expected that your...5 min read
Customer ExperienceWhy A/B testing is better than “A then B” guessingIn recent years, data has dethroned oil and become the world’s most valuable resource. Most companies understand the importance of data, soliciting customer feedback and...4 min read
Customer ExperienceFive Ways Start-ups Can Redefine their Customer Experience (CX) StrategyCustomer experience is rapidly becoming the key driver of customer choice. Besides creating brand value, investing in CX also impacts your company’s bottom line positively. ...6 min read
Customer Experience6 (Real) Benefits of Having a Stellar Customer Review StrategyCustomer reviews have come a long way. Unlike ten years ago, today, review “skeptics” are few and far between. Gone are the days where marketers...2 min read
Customer ExperienceEmployee Engagement Can Make or Break Customer ExperienceGreat weather means it’s prime time for travel, but is the travel industry showing hospitality to its customers and its employees? On a recent...4 min read
Customer ExperienceThe Drill-Down: Dialing Up Net Promoter ScoreIf you’re familiar with the customer satisfaction space, you’ll probably have heard of Net Promoter Score, also known as NPS. Simply put, the NPS is...5 min read
Customer ExperienceCustomer Engagement: How can brands give as good as they get?How to structure powerful customer communications that deliver more Imagine receiving a survey with the following question: “Would you like to spend $X million by...3 min read
Customer ExperienceCustomer Experience Is Dead! Long Live Customer Experience!Do you ever get the feeling that some people just can’t stop talking about customer experience and some people just can’t catch on? I’m glad...4 min read
Customer ExperienceHow to Map the Customer Journey and Improve Customer ExperienceProactive customer experience efforts are increasingly important in today’s world, where customers have sky-high expectations for the level of personalized care and attention they should...4 min read
Customer Experience3 Customer Experience Metrics and KPIs That CountWe’ve previously discussed the value of customer feedback and talked about why customer onboarding matters; in this post, we’ll dive into the specific KPIs and...4 min read
Customer ExperienceGetting to Know Your CustomersThe way we see it, customers are the driving force behind every business, organization, and institution that exists. The harsh truth? If a company fails...7 min read
Customer ExperienceThe Evolution of CX: Service, Success, and Customer ExperienceCustomer experience sounds intuitive: look after the customer, foster a relationship with them, and enjoy their repeat business and total commitment to your company. Right?...3 min read
Customer ExperienceCustomer Feedback: How Listening Builds BusinessOur team members have plenty to share! Check out this story of the value of customer feedback. Customer feedback is a critical driver of successful...3 min read
Customer ExperienceManaging Expectations or Managing Without?Managing expectations is always a great idea, but it’s not always simple. Consider the hiring process: Do you really know when you’ll be making a...4 min read
Customer Experience5 Key Questions for Your External Communication AuditOnce you’ve got your own house in order, it’s time to turn from the internal to the external communication audit. Whether you’re connecting with clients,...