Articles
Tag: customer satisfaction (page 2)
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4 New Ways to Use Customer Satisfaction Results
Are you exploring all of the ways to apply customer satisfaction results to unlock business insights?
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The Secret Behind 'Wow' Customer Experiences? Emotion
Very negative or positive feelings about customer experience will never be related to material factors. To reach a “wow,” CX has to relate to the human factor.
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10 Essential Traits of Customer-Centric Brands
Here we explore 10 fundamental traits that provide the foundational stepping stones for an organization to become more customer-centric.
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The Art of Creating Customer Surveys They Will Answer
Effective customer surveys share some common traits: they're clear, concise, focussed and more.
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How to Measure Customer Experience Beyond Net Promoter Score
Satisfied customers will drive your business. Your task is to improve your customers’ experience. Here's a look at how to measure it.
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Measure Customer Use of Things, Not Customer Satisfaction With Things
Net Promoter Score may be easy for companies to gather and assess, but it does a poor job of predicting customer retention.
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Find the Gaps in Your User Experiences
As a digital executive, it’s critical that you excel at identifying and addressing gaps that exist in your digital user experience.
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Online Ads Still Annoying Consumers
The latest American Customer Satisfaction Index e-business report shows that advertising is weighing down customer satisfaction.
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Can Customer Surveys Advance What You Learn From Data?
Facebook recently announced a tweak to its News Feed. This is hardly something to get excited about: the social media giant alters its algorithms constantly, impacting everything from the content users ingest to the ubiquitousness of clickbait and the exposure of its Facebook Custom Audience ads.
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The Whole Bit About the Right Metrics for DX
A few days at an application performance management conference gives Scott some fresh insight about the signals our customers send us.
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Customer Satisfaction is Not a Good Indicator of Customer Behavior
For years we’ve noticed a huge disparity between customer satisfaction figures and task completion rates. We gave a participant 10 tasks to complete on a particular website. The website had awful usability and she failed miserably at practically every task.
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Forget the News, I'm on Facebook
Uh oh, online news providers: It looks like you're losing the fight for customer satisfaction. Perhaps even worse, you're losing it to social media — a category that one year ago ranked worst among the industries measured by American Customer Satisfaction Index (ACSI).
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Customer Experience ROI: The Secret Formula
You know the drill: Provide a great customer experience. Make customers happy. Build loyalty. Get more wallet share. Grow your market share. Customer experience professionals have been following this model for quite some time now, but the authors of a new book are here to tell you some surprising news.
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IDC: Your Customer Experience Cup Is Just Half Full
A month after IDC warned companies about the tough challenges in improving customer experience, a new survey by the research firm shows little more than half the firms are even trying.
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