Results for : communication

Use Your Words: 2020 Holidaze, Revisited

What are you celebrating this year?   In a year of "unprecedented" and "unimaginable" events, we are still celebrating. Birthdays, anniversaries, and holidays -- they keep coming, as if they didn't get the memo that 2020 is, well, not a normal year. As the year wraps up, we've got a…

The Benefits of Survey Standardization

Survey design is obviously a foundational aspect of any successful feedback collection program. Good survey design can be the difference between high response rates and an inbox that looks like a ghost town, targeted fact-finding and vague guesses about reality, usable data and a random collection of numbers. It can…

The 2020 Guide to Seasonal Delight Despite the Distance, Customer Edition

The holiday season is upon us. In 2020 that means kids aren’t supposed to hug mall Santas and more people are going to shop online to avoid stores. Yet retailers aren’t the only ones that see holidays as an opportunity to connect with customers. This article offers several strategies that…

How to Conduct a CX Audit to Improve Service Quality

Businesses that provide an excellent customer experience (CX) have better sales and brand loyalty. However, how do businesses know the state of their CX? Often, companies rely on opinions and guesswork to identify customer pain points. This subjective data can be misleading, outdated, or anecdotal. The lack of hard data…

Ask These 5 Questions to Avoid the COVID Holiday Blues

As the holidays approach, many of us find ourselves in a tight spot. It’s a spot we’ve been for a long time, it seems, but this time of year, it's an especially tight squeeze.   We want to get out of our own physical space, but we want to be cognizant…

100 Useful Phrases for Employee Performance Reviews

For any organization that's dependent on teamwork and employees pulling together, the aspects of employee performance reviews should be front and center of HR and C suite attention. Strangely, the inability to know what to say or write when it comes to performance assessments can create more problems than it…

Round Out Your CX Program with Closed Loop Feedback Management

What? Feedback is feedback, right? Well, yes, but what you do with it is what makes it closed loop. Closed loop feedback means that you actually respond to the feedback. You probably already read and analyze customer feedback. Maybe you even take steps to improve the customer journey based on…

The Best Ways to Collect Customer Feedback

Why care? Organizations spend billions of dollars every year on digital technology apps that accumulate, dissect, and evaluate the Big Data around markets that involve customer experiences (CX), customer journeys, and customer journey mapping. Thrown into the mix are market segmentation and its numerous versions (i.e., demographic, psychographic, etc.), converging…

How to turn any survey into an inclusivity survey

In the wake of the #MeToo movement and the historic reckoning on racial justice over the summer, a higher focus than ever before has been placed on inclusivity in the workplace. Companies are paying more attention to not only the diversity of their employees, but also whether those employees feel…

8 Do’s And Don’ts of Live Chat Support

Providing an excellent customer experience (CX) is key to running a successful business. 73% of consumers say a positive experience influences where they make purchases, while 32% will stop interacting with a brand after a negative experience. It’s no longer enough to pull in new customers—instead, you need to maintain…

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