Customer Satisfaction Score (CSAT) Industry Benchmarks
If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in …
CX Takeaways From Dreamforce 2019
On Tuesday, November 19, 2019, the Chairman and Co-CEO of Salesforce, Marc Benioff, kicked off his opening keynote at Dreamforce …
The State of Voice of the Customer (VoC) for B2B Companies
Voice of the Customer (VoC) programs have been emerging across the board in the last few years. But have they …
How to Define Customer Satisfaction and Measure it
Defining customer satisfaction is not easy. On the surface, you think you know what it means to have a satisfied …
Optimize Your Customer Experience Management Strategy
A recent study by PwC found that one in three consumers will walk away from a brand they love after …
The Top 4 Customer Experience Challenges and How to Overcome Them
The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused …
Why Survey Data Collection Is More Important Than Ever
Survey data collection might not seem like a revolutionary or groundbreaking business practice but in an economy that’s increasingly being …
How to Earn Executive Support for Your VoC Program
A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action …
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[Infographic] Why the Effortless Experience is Not Enough
If you’re reading this article you’ve probably read or heard about the book: “The Effortless Experience: Conquering the New Battleground …
NPS, CES, CSAT: Which One is the Best Metric?
NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has …
Why an Effortless Experience Isn’t Enough for Customer Loyalty
A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience. …
The Top 6 CX Articles of 2019
We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now …