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Six Skill Sets that Drive Customer Change

Customer Bliss

There are skill sets specific to driving culture change that need to be present when doing this customer experience work. Experience in Completed Brand and Marketing Projects – Experience from completed project work brings with it huge gains in knowledge, skills and insights.

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On Metrics and Complacency

CX Journey

I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Here's what happens and why the work is never done: Expectations change. Customers change.

Metrics 88
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On Metrics and Complacency

CX Journey

I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Here's what happens and why the work is never done: Expectations change. Customers change.

Metrics 80
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Are Surveys Really Customer-Centric?

Blake Morgan

Survey response rates are dropping because customers feel brands don’t care about their opinions. Instead of relying on NPS, brands should consider the most valuable metrics. Feedback is crucial, but brands must pay attention to customer data and not waste their time.

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Keeping your CX Programs Relevant to How Your Customers Evaluate your Brand

Maru Group

We evaluated Uber rideshare experiences and kept the study in context to respondents’ overall customer experiences with the brand over the past several months. One way to do that is to have a way in which to funnel customer feedback verbatim back into study metric design.

Brands 52
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How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. Preferences for how they interact with your brand today will certainly shift in the future. out of 100.

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Are You Still Using The Marketing 5Ps? Move To The Improved 7Qs.

C3Centricity

I’ve worked in or with marketing teams for almost my whole career and I am passionate about brand building. I don’t mean just their demographics, but what, where and how they use or consume your brand and the category in which you are competing. If you can’t give all these details about your customers, then you’re in serious trouble.

Marketing 156