Articles
Metrics such as lowest cost channel, call handle time and calls per hour still abound. While not inherently bad, they omit one critical thing: the customer.
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Though gathering and sharing data is of vital importance, brands can only actually reduce customer churn if they take action on what they learn.
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Not all feedback is equal, or indeed, useful. When analyzing feedback, you'll want to take a number of factors into account.
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Multiple stakeholders should be involved in developing customer journey maps, but who that means is a matter for debate.
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Two years ago, I was perfectly content to wait a couple of days for a purchase. Amazon Prime Now ruined me.
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As long as you’re soliciting customer feedback and then acting accordingly, your efforts will be rewarded.
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Customer experiences are clearly trending up in both the pace of evolution and the importance being placed on them at the business level.
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CAB managers shouldn't let the momentum they have created lag or — worse — go dark just because face to face meetings aren't possible.
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Capturing the voice of your customer isn’t just about metrics, it’s about the stories behind the metrics.
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Customer experience is a long-term strategy, but it's subject to rapid changes. How can companies identify potential points of failure?
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Collecting feedback is just one part of the process. What’s more important is what you do with the data.
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Employee feedback is the key to improved employee experience but it's not as simple as sending a survey. Here are some tips.
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Businesses owners can collect all the customer feedback they want, but it's all for naught if the information collected goes unused.
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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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