Lumoa

AUGUST 23, 2021

Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. These analytics are always going to be crucial starting points for any type of growth, pandemic or not.

Customer Experience 236

Customer Experience Social Media Video Customers 236

Qualtrics

MARCH 19, 2020

Make sure your feedback invitations are designed in such a way that the customers and employees recognize that you care about them, and that you aren't just continuing with business as usual. Take a hiatus on metrics. How do we handle changes to COVID-19 relative to metrics, reporting, and compensation? Not necessarily.

Airlines 56

Airlines Metrics Effort Score Survey 56

Chattermill

MAY 12, 2019

Here are the 20 must read books we ended up with: Our Favourite Books on Customer Experience. The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi. We thought we’d take a look back and put together a list of the best of the best.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56