Category: Metrics and Measurement

What Is Customer Experience (CX)? Your Complete Guide

Customer experience (CX) comprises every interaction a consumer has with a business, from product discovery to post-purchase support. Everything a company does influences how the customer perceives the brand, if they feel satisfied, and whether they keep coming back. Building a strong CX program across an organization contributes to better brand loyalty, more repeat business,… Read more »

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Monitoring Customer Experience: Moving Past “Same Old Same Old”

Whether you’ve been in business for one year or have decades of experience in your industry, one thing is true for everyone: Nothing is the same as when you started. Your products and services have changed to meet the needs of an ever-changing customer base. And the rapid pace of technological advancement has compelled you to stay current and deliver an ever-evolving digital experience.

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X- and O-Data Integration: Know These Two Essential Starting Points

As today’s businesses look for the best ways to get and stay ahead, meaningful integration of experience and operational data is fast becoming a “must-do.” When done right, X- and O-data integration offers tremendous value, especially as the integration matures to render more personalized customer experiences and opportunities to establish a true return on investment of customer experience (CX) initiatives.

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Customer Feedback: Why It’s Important + 6 Ways to Collect It

In this age of information overload, there is opportunity to seek out a few more “alligators” in our customer data. One method that could help is instituting a more formalized and managed follow-up process with our key accounts. In other cases, there are opportunities to learn more from the commentary provided by customers in surveys or in other feedback forums.

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