Blake Morgan
OCTOBER 31, 2022
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. If Not NPS Surveys, Then What?
CX Journey
FEBRUARY 27, 2019
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.
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CX Journey
FEBRUARY 27, 2019
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.
Customer Bliss
APRIL 27, 2018
I’ve put together 8 actions that I use with my clients to clarify what a one-company listening path could look like. These actions also help you and how they should efficiently use the customer listening information they gather, to avoid clutter in the future. 8 Steps to De-Clutter Your Customer Listening Data.
SurveySensum
MARCH 14, 2024
After working in the CX industry for over 10 years, this much is clear to me – customer satisfaction is THE MOST important pillarstone of your business. And the key to improving it is by understanding your customers and listening to their voices via customer satisfaction surveys. What Are Customer Satisfaction Surveys?
Daniel Group
SEPTEMBER 1, 2019
I’ve heard this question a lot from companies who measure customer loyalty using a 1-10 rating scale. A number of popular customer loyalty measurement systems sort customers into loyalty buckets based on their answers to a 1-10 rating question, and an 8 often falls into a middle-of-the-road “ meh ” bucket.
CX Journey
OCTOBER 5, 2017
I was recently asked for suggestions on how to prevent different business units and divisions from becoming complacent when they are performing well based on their customer experience metrics. Here's what happens and why your work is never done: Expectations change. What delights customers today may not delight tomorrow.
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