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How to Bridge the CX Gap Across the Organization

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A Frost & Sullivan executive summary on how to bridge the CX gap that is prevalent across so many organizations today. Articles

How To 311

Bridging the Gap Between Marketing and CX

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Nine ways for CX and Marketing teams to work better together in optimizing the customer experience. Articles

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How to Implement a Post-Purchase Survey to Boost Ecommerce Sales

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The 8 steps to creating a successful post-purchase survey plan. Articles

Interview With CX Ambassador Corrina Owens

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Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space. Articles

The Complete Guide to User Experience Metrics

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Learn how to use the most popular UX metrics, improve the user experience, and prove the ROI of your efforts. Guides

How to Bridge the Gap for CX Across the Organization

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Leverage key CX metrics to demonstrate the value of customer experience and build partnerships across departments. Guides

Bridging the Gap Between Product and CX

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Three ways for CX and Product teams to work better together in optimizing the customer experience. Articles

How to Use Machines to Deliver Great Customer Support

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Scale your hyper-personalized customer support program with the help of AI and chatbots. Articles

How To 272

10 (Common) Challenges of a CX Cross-Functional Team

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The most prominent challenges of running a cross-functional CX team and how to overcome them. Articles

How To 307

How to Create Your CX Program Charter

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The CX charter is a concise document that defines roles, responsibilities, timelines, and outcomes for your cross-functional CX program. Articles

How To 301

How to Build a Multi-Skilled CX Team

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The top 9 skill sets you need in your core customer experience team in order to succeed. Articles

How To 306

6 Ways to Provide Meaningful CX During a Global Crisis

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How companies can show empathy and deliver meaningful customer experience needed during a global crisis. Articles

Governance Structure: How to Take Your CX Team Cross-Functional

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Establish these five committees to properly structure and govern a cross-functional CX program. Articles

The Catalogue of Customer Experience Metrics

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The most popular CX metrics catalogued by purpose and best use case. Guides

How Machines Impact Experience Design

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Designing a customer experience that seamlessly incorporates the machines from our daily lives. Articles

Prove The ROI of Customer Experience (WITH ACTUAL MATH!)

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Simplified CX YouTube series episode on how to prove the ROI of your CX program. Videos

ROI 229

How to Navigate Machines in the CX Ecosystem

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How to design a customer experience that prioritizes the always-evolving human and machine interconnection. Guides

How To 261

How to Improve Your Customer Satisfaction Score (CSAT) Score

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Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be.

How to Run a Voice of the Customer (VoC) Program

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Simplified CX YouTube series episode on how to run a successful VoC program. Videos

How To 229

Everything You Need to Know to Succeed in Customer Experience

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What it really takes to succeed in running a cross-functional CX program. Articles

Interview With CX Ambassador Simon Whight

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Interview with Simon Whight, senior systems analyst at Zen Internet, an internet service provider in Manchester, England, about his career in the customer experience space. Articles

System 310

5 Essential Tips for Delivering Great CX in Today’s Circumstances, From HP’s Sr. Director of CX

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HP’s Brandon McGovern shares how he’s pivoting his CX program to stay relevant in today’s circumstances in our livestream series, CX Confessions. Articles

Tips 245

Zen Internet prioritizes the Customer Experience with GetFeedback for Salesforce

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Zen Internet became a top-tier ISP by providing top-class customer service. Read on to see how the company set up a feedback loop to continually improve its CX. Customer Stories

The State of B2B Customer Experience Report

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Our 2020 research reveals a new outlook on the CX space and how to thrive in it. Reports

Report 256

How to Take Action on Customer Effort Score Feedback

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The four major activities that must be undertaken after CES feedback is received by the company. Articles

The Right Survey to Measure Each Touchpoint of the Customer Journey

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To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. .

7 Effective Ways to Collect Customer Feedback through Social Media

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These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. .

Effortless Experience IS NOT Enough, Here’s Why!

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Simplified CX YouTube series episode on the effortless experience concept. Videos

Video 195

The Difference Between B2C and B2B Customer Journey Mapping

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Simplified CX YouTube series episode on customer journey mapping for B2B and B2C companies. Videos

B2C 195

How to Include Machines in Your CX Program

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Design your CX program to include mobile devices, voice-command, and Internet of Things. Articles

How To 204

How to Use the Customer Satisfaction Score (CSAT) Metric

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Simplified CX YouTube series episode on how to use the CSAT metric. Videos

CX Leadership: Do You Have What It Takes?

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The traits, discipline, and knowledge that it takes to lead a successful customer experience program. Articles

5 Strategies to Improve Customer Retention With Social Media

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Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers.

How to Drive More Revenue with NPS, CSAT, and CES

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Join GetFeedback and TEDx speaker Jeannie Walters in this on-demand webinar, as we share ways to quantify your feedback data and the different actions you can take to improve customer relationships and drive business revenue. . Webinars

NPS 238

What is the Difference Between Digital Experience and CX?

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The relationship between digital experience and CX explained. We break down the role DX plays in CX and why it matters for brands who want to grow in the experience economy. Articles

Brands 256

Free CSAT Calculator

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Use our interactive calculator to measure your Customer Satisfaction Score (CSAT) and its impact on ROI. Tools

ROI 269

Best Practices to Prove the Business Value of CX

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CustomerThink report that shows how to develop an ROI strategy for your CX program. Guides

ROI 150

How to Prove the ROI of Your CES Efforts

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So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand. Articles

ROI 259

3 Skills Required To Be an Effective CX Leader, From Our VP of CX

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Christine Rimer, VP of Customer Experience & Advocacy at SurveyMonkey, shares the top 3 skills you need to succeed based on insights from our recent CX peer survey. Articles

Survey 227

How to Run a Cross-Functional CX Program

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The four key elements you need to implement for a successful cross-functional customer experience program. Guides

How To 227