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Improving Customer Experience Management in a State Government Agency

Customer Bliss

Greg shares that when Larry Hogan became governor of Maryland in 2015, he had a strong focus on improving the business climate in Maryland. They needed a better understanding of who their customers were and how to define them, which is essential to your business.

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Business Value and ROI of Customer Experience: The Step-by-step Guide

Lumoa

Most business leaders believe that customer experience will be the key driver of their company’s competitiveness going forward. However, when it comes to actual customer experience management , things get difficult. It is not too difficult to listen to the customer. Not necessarily.

ROI 259
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Is 2015 the Year of #CX?

CX Journey

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year.

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Our Top Ten Customer Experience Blogs of 2015

PeopleMetrics

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. It examines two popular transactional customer experience metrics.

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Business Value and ROI of Customer Experience: The Step-by-step Guide 

Lumoa

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Not necessarily.

ROI 303
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SaaS Customer Experience Starts in the C-Suite

Experience Investigators by 360Connext

While retention is closely correlated with concrete metrics like the quality of the product, the utility of the features, and adoption-rates, an equally powerful metric is overall quality of your customer experience. Have you ever been to a restaurant where the food was fantastic but the experience was lacking?

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14 proven ways to improve customer satisfaction 

BirdEye

Most successful companies attribute their success to their focus on improving customer satisfaction. While it feels like an abstract metric, it certainly is not. Businesses can measure customer satisfaction by conducting surveys, customer interviews, and analyzing customer feedback across various channels.