A strong and effective omnichannel strategy – offering fast, personalized, and uninterrupted customer experience across multiple platforms – is an essential tool to meet customer needs and continue to grow your organization.
Category: Voice of the Customer
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 »
The Importance of Immediate Response
How do you respond when a customer has an emergency? The way you handle it can help the customer believe your organization cares and is committed to providing a good experience.
What is Text Analytics? A Beginner’s Guide
The world generates 2.5 quintillion bytes of data every single day. That’s 18 zeros! Where is all this data coming from? Well, us. The challenge is managing this volume of information. Luckily, text analytics assists companies in capturing and executing on the data customers generate to improve their experience—and ultimately gain a greater share of wallet.
26 Actionable Steps to Improve Customer Satisfaction
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.
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.
Download our newest resources for XM Leaders:
Weekly resources to help customer experience professionals take their CX programs to the next level.