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How to Calculate Your Net Promoter Score (NPS)

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NPS calculation formula and interpretation of data. Articles

How to Deliver a Seamless Customer Experience in the New Normal

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How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic. Guides

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How to combat shopping cart abandonment on mobile

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Three reasons why users abandon shopping carts on mobile devices and how to overcome them. Articles

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How to improve online sales with digital feedback

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How to apply the ask, analyze, and act framework to gain rapid insight into the online purchasing funnel and improve sales. Guides

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Introducing the new GetFeedback platform

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Quickly adapt to your customers’ evolving needs with a modern CX solution. Product & News

5 Ways to Reimagine Customer Experience in the Time of COVID-19

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A look into the new-normal customer and how to meet their evolving expectations. Articles

Demystifying Customer Journey Mapping: Highlights From CX Leader Roundtable

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A candid conversation with senior CX leaders reveals the top challenges and best practices for navigating customer journey maps. Articles

The Ultimate Guide to Employee Experience

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How to run a successful employee experience (EX) program that also empowers teams to provide better CX and improve the bottom line. Guides

Corporate Values: Do They Help or Hurt Employee Experience?

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A look into the impact that corporate values can have on employee experience. Articles

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

How Do You Deliver Connected Experiences In the New Normal?

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Adapt your CX program to COVID-19 and continue to deliver great connected experiences. Articles

The 4 Elements of Great Digital UX

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A comprehensive guide to delivering great digital user experiences and measuring your success. Guides

Harness Service Agent Feedback to Successfully Reopen Your Business

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How to create the ideal employee survey that delivers the insight you need to safely reopen your business. Articles

A New User Interface to Simplify CX

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We’re excited to announce a brand new user interface (UI) thoughtfully designed with our customers in mind. Product & News

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The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

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

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 Combat Shopping Cart Abandonment

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The common reasons online shoppers abandon their carts and how to overcome them. Guides

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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

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How to Improve Marketing and Sales Using Customer Journey Mapping

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Strategies for leveraging the practice of customer journey mapping across Marketing and Sales departments. Articles

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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

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What is Learned Helplessness and How Does it Hurt Employee Experience?

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A look into how the way we're wired impacts employees' perception of work and satisfaction. Articles

Bridging the Gap Between Human Resources and CX

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Top three ways CX and HR can collaborate for better results on customer and employee experience. Articles

Let's Start a Community Revolution

Speaker: Bill Johnston Chief Community Officer, Structure 3C

Join us on Tuesday, October 20th 12 PM ET for a webinar led by Bill Johnston, founder of Structure3C, as he walks us through the process he calls a "community revolution" - reflection, reckoning and revolutionary leadership. This webinar will explore the most effective strategies and tactics to forward the idea, practice, and value of community inside your organization.

What's The Difference Between Digital Experience and Customer Experience?

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Simplifying CX YouTube series episode on the difference between digital experience and customer experience. Videos

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

Use Employee Surveys to Gauge Service Agent Wellness and Increase Productivity

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How to leverage employee surveys to improve EX during this pandemic. Articles

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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

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

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

The Pandemic’s Impact on the State of Online Shopping Worldwide

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This report examines how COVID-19 has affected the ecommerce industry and the customer experience space. Reports

The User Experience (UX) Research Guide

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Everything you need to know to conduct a successful user research program. Guides

How The Financial Industry Should Use Digital Feedback to Boost Customer Loyalty

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This guide covers how financial institutions can collect feedback to improve the digital experience and build long-lasting relationships with customers. Guides

The D&I Garden: Seeds of Innovation that Grow into Creative Breakthroughs

Speaker: Donald Fan, Senior Director of the Global Office of Culture, Diversity & Inclusion at Walmart Inc.

In the digital era, rife with uncertainty and ambiguity, innovation plays an essential role in sustaining organic growth and outperforming the global competition. Research proves time and again, there exists a robust bond between innovation and diversity & inclusion (D&I); our challenge is to help our leaders understand how to plant the seeds of innovation in the fertile D&I garden in order to drive a strategic and competitive advantage from the office and in the digital landscape.

The Top 3 User Experience Terms You Should Know

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Simplifying CX YouTube series on the most popular user experience terms. Videos