CXHow to Develop the Art of Listening for More Satisfied CustomersBy Sam Frampton As a customer-centric business, listening is at the heart of what you do. Providing better CX is all about listening to customer feedback to…
CXA Roundup of the 45 Top Voice of the Customer Tools in 2020By Jack MillerGathering voice of the customer data is an essential component of CX strategy, especially when it comes to building out accurate customer…
CX13 CX Technology Trends to Watch Out ForBy Sam Frampton CX is a constantly evolving landscape. As companies get closer to perfecting their strategies, it becomes more difficult to keep up as…
CXHow to Close the Customer Feedback Loop for Detractors, Promoters, and Everyone in BetweenBy João AlvesWorking to close the customer feedback loop is an ongoing strategy for improving CX. By constantly talking with your customers about where…
CXEssential CSAT Lessons From 10 Businesses That Went the Extra Mile During COVID-19By Jack MillerThroughout the global pandemic, companies have had to show what they’re really made of. Whether this was pivoting production to help with…
PerspectivesNatural Language Processing for Evaluating Customer EmotionBy Thomas MetcalfeI recently had the opportunity to speak at Online CX Emotion, a conference organized by Seth Grimes of Alta Plana to bring together…
CXHow to Use Customer Retention Analytics to Reduce ChurnBy Jack MillerToday’s customers have very high expectations for brands when it comes to customer service and personalization. Think about companies like…
PerspectivesCX Interview Series with Annette FranzBy João AlvesWe believe at all times that the knowledge that you need should find you. Knowing how hard that is to do for ourselves, we ventured out to…
CXHow to Find the Voice of the Customer + Template and Survey ExamplesBy João AlvesIdentifying the voice of the customer (VoC) is an integral part of any customer experience strategy. Because it’s impossible to make changes…
CXHow to Create a Customer Journey Map with Templates and ExamplesBy Sam Frampton Using data gathered from feedback surveys, online reviews, and other customer satisfaction metrics, a customer journey map is used to tell…
PerspectivesInform Your CX Strategy With Journey MapsBy João AlvesWe recently approached some of the best customer experience practitioners to get you the latest and most actionable CX content out there…
CXHow to Use Customer Feedback Analysis to Make the Most of Your DataBy Sam Frampton The reasons to collect customer feedback are obvious; in order to create the best possible customer experience, you need to find out what…
PerspectivesHow To Make CX Everyone’s Job: Lessons learned from Chattermill’s webinar, featuring Forrester and MOOBy João AlvesCX Challenges of Today To get the negative out of the way, it is important to acknowledge that CX is still not great. There are a lot of…
PerspectivesChapter 25: Remove the grit - How to Wow, Adrian SwinscoeBy Adrian SwinscoeWe recently approached some of the best customer experience practitioners to get you the latest and most actionable CX content out there…
CX Customer Experience Analysis: How to Get Satisfied Customers in 3 StepsBy Sam Frampton Everyone knows that customer experience is important. After all, having happy customers is the cornerstone of any successful business…
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…
PerspectivesPost Covid-19 Lockdown from a CX perspective: How businesses can prepare for the bounce backBy Eva SulirovaThroughout human history, pandemics have undoubtedly left a deep mark on peoples’ lives and the world around them. Fortunately, this crisis…
