CXThe Top 7 Customer Satisfaction Metrics You Need to Know + How to CalculateBy Sam Frampton Monitoring and analyzing customer satisfaction metrics is a critical practice for your business. And the reason why is pretty obvious: not…
CXCoding Qualitative Data: A Beginner’s How-To + ExamplesBy Sam Frampton When gathering feedback, whether it’s from surveys, online reviews, or social mentions, the most valuable insights usually come from free…
CXUnderstanding Basic Text Analytics: How it Works and How Businesses Can Take AdvantageBy Sam Frampton Terms like “text analysis,” “sentiment tracking,” and “natural language processing” are thrown around a lot today, as AI-backed inventions…
CXVoice of The Customer Survey | What, Why and HowBy Sam Frampton When you want to identify customers' needs metrics and KPIs such as revenue, NPS and website traffic may give you a rough indicator of…
CXA Beginner’s Guide to Survey Data Analysis and Data CollectionBy Sam Frampton Running a customer feedback survey seems simple enough; you come up with a few questions, blast them out to everyone on your email lists…
CXWinning By Not Losing: 5 Common CX Errors to Avoid MakingBy João AlvesIt’s a human tendency to strive for perfection and always try to excel in whatever it is we’re doing. However, a very underappreciated and…
CX8 Methods for Improving Your “Social CX” and Gaining More Satisfied Customers OnlineBy Sam Frampton In today’s digital age, the lines between different communication channels are being blurred. It’s now considered perfectly normal to be…
CXCustomer Churn Analysis: Why It’s Important and What You Can DoBy Sam Frampton Customer churn is one of the most vital data points for businesses to track. After all, retaining happy customers is the primary way most…
CXWhat Is Customer-Based Brand Equity? Breaking Down the Brand Equity PyramidBy Sam Frampton For over two decades, Professor Kevin Lane Keller’s brand equity pyramid has been the standard for understanding and measuring CBBE…
CX10 Ways AI is Transforming Customer ExperienceBy Sam Frampton Not only is AI transforming the way we park our cars, order coffee, and deposit paychecks, it’s dramatically affecting customer experience…
CX9+ Tips for Identifying and Avoiding Response Bias in SurveysBy Sam Frampton One of the best ways to get inside the minds of your customers is to gather their feedback through surveys. However, it’s important that you…
CXHow to Share Customer Insight Across an OrganisationBy Sam Frampton When it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more…
CXThe Advantages of Open Ended Survey Questions By Sam Frampton Leading CX companies are switching up how they collect feedback. If you haven't started already, it's never been more critical to learn how…
CX10 ways to Increase Online Reviews By Sam Frampton We're all well aware of the fact that reviews are a pretty big deal. 97% of online shoppers say they're influenced by reviews, and another…
CXHow To Drive Action With Your Voice of Customer ProgramBy Sam Frampton We believe the fuel that powers the world's most exceptional products is customer experience. To drive progress and build a better…
CXHow to Increase Survey Response RatesBy Sam Frampton It comes down to basic statistics: a small sample size undermines the reliability of your data. And when you're putting together a customer…
CXCustomer Experience Measurement: Which Metrics Should You Focus On?By Sam Frampton We now live in a world where customers have an infinite supply of products and services to choose from, and it's getting harder and harder…
CXA Deep Dive into Surveys: Open Ended Vs. Close EndedBy Sam Frampton Survey questions come in two main varieties: open-ended and close-ended. When creating excellent online surveys, it’s critical you make…
