Articles
Customer surveys are great, but are you asking the right questions at the right time?
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If you’ve spent any time in the customer experience industry, you’ll know we have some CX “urban legends” in our midst.
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The best customer experience advice that I have to give is to commit to surveying your customers as you would converse with a colleague.
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The prep work is done and you are ready for the moment of truth: fielding your customer survey! But before you hit "send," run through these final checkpoints.
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VoC programs are evolving from basic survey and customer feedback programs to more comprehensive programs that companies are using in a variety of ways.
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At the end of the day, you want to be able to justify the statistical assumptions you have made. The best time to do so is before the first response comes in.
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Companies who host customer advisory boards (CABs) should always bring certain key items to their gatherings (whether in-person or virtual).
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Are you exploring all of the ways to apply customer satisfaction results to unlock business insights?
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To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking?
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Covering the news of the week in customer experience and digital marketing software news, leading with Coveo's acquisition of Quibit.
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Whenever you design a sample for a CX project, you lay an indispensable foundation for creating reliable and functional insights for your organization.
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When done properly, surveys can be instrumental in collecting actionable insights from customers that ultimately improve the customer experience.
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Customer experience professionals often see CX programs as an end in and of themselves, rather than the sum of many well-designed projects.
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Gartner recently found those companies that collect more customer data outperform their competitors. But clearly collection alone won't do the trick.
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