Category: Strategy and Best Practices

Governance: Building the Foundation of All Great CX Programs

Posted on April 25, 2022 by Diane Skirvin and Ashley Hicks - Strategy and Best Practices

“Let’s do a survey!” For many companies, this statement marks the beginning of their customer experience (CX) program. However, thinking only about the survey and questions to ask has businesses jumping in at the end of the planning process.

26 Actionable Steps to Improve Customer Satisfaction

Posted on April 4, 2022 - Strategy and Best Practices, Voice of the Customer

Customer experience professionals need to embrace a new way of thinking. Today, customers expect personalized service, the ability to customize products and services to serve their unique needs, and immediate gratification.

Drive business success with a custom XM program roadmap

Posted on March 10, 2022 by Matt Braun - Strategy and Best Practices

Who doesn’t appreciate a good roadmap? Through its evolution from accordion-folded paper the size of a poster to interactive app on a handheld device, a roadmap shows the way from where you are to where you want to go. Great, right? And whether you’re talking about a cross-country road trip or the journey to building a goal-oriented experience management (XM) program, a roadmap is an essential tool to help you get there.

25 Excellent Customer Satisfaction Survey Examples (plus Templates)

Posted on January 25, 2022 - Strategy and Best Practices

Developing a survey that addresses business questions may seem easy. However, careful thought and planning must go into each survey element for the results to be useful and actionable. Consider these 25 best practice tips for creating a valuable customer satisfaction survey that helps you measure customer satisfaction and understand your customers better.

How are Customer Satisfaction & Retention Linked & How do you Improve Them?

Posted on December 15, 2021 - Strategy and Best Practices

Customer satisfaction and retention go together. After all, happy customers stick around. Positive interactions develop loyalty—and that allegiance equals dollar signs.

What is Customer Experience Strategy?

Posted on October 7, 2021 - Strategy and Best Practices

The boss calls a meeting and starts with something like, “We need to reduce churn among our customer base,” or “We’re lagging on our quarterly revenue projections,” and maybe, “It’s time to roll out the new product line.” Then your boss asks the most important question, “What are we doing to do about it?” The answer: develop a customer experience strategy.