Category: Strategy and Best Practices

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.

Why Customer Satisfaction Is Important

Posted on October 7, 2021 - Metrics and Measurement, Strategy and Best Practices

You’d be hard pressed to find a viable company that isn’t interested in customer satisfaction. In essence, acquiring satisfied customers—and keeping customers happy—is the lifeblood of any successful business.

How to Build Voice of the Customer Survey Questions

Posted on October 7, 2021 - Strategy and Best Practices, Voice of the Customer

In today’s business environment, we hear a lot about the voice of the customer. And with good reason. More than ever, listening to your customers makes sense. And that is what voice of the customer or “VOC” programs are all about – listening to your customers to hear about their experiences, learn their likes and dislikes, understand their perspective, and anticipate their needs.