Customer Experience Articles

CX Leader Roundtable wrap-up: The employee and customer experience connection

During the latest CX Leader Roundtable, we explored the connection between employee experience (EX) and customer experience (CX).

A sales rep’s guide to customer retention: 5 ways to keep your buyers coming back

4 ways to create the perfect retail experience

Notable trends in consumer preferences that will influence how retailers run their CX programs.

Meet Momentive: agility and insights to help you shape experiences of tomorrow

SurveyMonkey (SVMK inc.), the maker of GetFeedback, is now Momentive.

A new kind of CX maturity assessment that’ll empower you to make real progress

What is the difference between customer care and customer service?

An overview of customer care the role it plays in the overall customer experience.

Driving change through the post-support case interaction survey

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

CX vs. UX

A detailed explanation of the difference between customer experience and user experience.

How to respond to positive and negative feedback

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

Everything you need to know about measuring customer satisfaction

Become a CSAT expert with our comprehensive 4-week email course.

Driving growth with digital customer feedback: 4 insights from CX leaders

4 tips from the SurveyMonkey CX Leader Roundtable Community

NPS®: The pros and cons

An overview of the benefits and limitations of using the Net Promoter Score.

Interview with CX Ambassador Mike Cancel about Pandora's customer experience program

We talk with Mike Cancel, user support operations manager at Pandora—the largest streaming music provider in the US—about his career in the customer experience space.

7 tips for designing a seamless checkout funnel

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

4 ways to step up your organization’s CX Maturity

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

6 tips for building better customer relationships at scale in 2021

SurveyMonkey's CX leaders share trends and advice for providing support at scale

Riding the wave: Advice from finance to maximize the impact of your CX program

Recommendations for getting finance alignment and support to meet your CX goals in 2021.

How to prove the ROI of digital customer feedback

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

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

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.

4 ways to use rNPS to boost retention in 2021, from our CX leader roundtable

Relational NPS is a great check in with customers. It’s also a valuable tool you can leverage to boost retention in 2021. Here's what we learned from our CX leader roundtable.