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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 respond to positive and negative feedback

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Best practices for collecting and responding to both positive and negative customer feedback. Articles

How to prove the ROI of digital customer feedback

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Three ways to prove the return on investment of your ecommerce feedback program. Articles

ROI 355

The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

Customer experience in 2021: Which trends are here to stay, according to top CX leaders

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COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders. Articles

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Master Net Promoter Score (NPS) in one month

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Become an NPS expert with our comprehensive 4-week email course. Tools

What Are Customer Touchpoints?

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Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides

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

GetFeedback simplifies CX for Salesforce customers with a new integration and a new app

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New Salesforce integration for feedback from digital channels and new GetFeedback app for Salesforce. Product & News

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

7 tips for designing a seamless checkout funnel

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How to enhance your digital checkout funnel and increase conversion rates. Articles

Tips 333

CX vs. UX

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A detailed explanation of the different between customer experience and user experience. Articles

Stepping up your organization’s CX Maturity: 4 takeaways from our CX leader roundtable

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Best practices, pitfalls, and next steps for leveraging a CX maturity model at your organization. Articles

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Interview with CX Ambassador Matthew Phillip

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Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space. Articles

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

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

What is a Voice of the Customer survey?

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The ultimate guide for using VoC surveys to improve the customer experience. Guides

Survey 329

5 customer experience trends to watch for in 2021

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How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions. Guides

Trends 355

What is a Likert scale and how to use it

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Everything you need to know about using a Likert scale, from advantages to best practices and examples. Guides

How To 329

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

2021 CX predictions

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Simplifying CX YouTube series video highlighting 2021 CX predictions. Videos

Video 350

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

5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush

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How to provide the best customer service and support during this unprecedented holiday season. Guides

Harness Service Agent Feedback to Successfully Reopen Your Business

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

How to deliver the best mobile user experience

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Five key elements to delivering the best mobile UX and how to use customer feedback to optimize the experience. Guides

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

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

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

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

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 370

Driving change through the post-support case interaction survey

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How CX leaders embark on the journey of asking, listening, and acting on customer insights. Articles

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 367

Customers say the darndest things

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Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it. Webinars

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

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

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