What's the Difference Between NPS and Customer Engagement?
Let's look at the difference between Net Promoter Score and customer engagement metrics, and when to use them to improve customer...
What's the Difference Between Customer Satisfaction & Customer Effort Score?
Let's look at customer satisfaction metrics and customer effort score, and suggestions for using each customer experience metric.
What Ants Can Show You About Employee Engagement & Customer Centricity
Recent research shows that a majority of ants are lazy. Find out what that can teach you about employee engagement and customer...
A Trip to Staples: Why Employee Experience Matters to Customers
The employee experience impacts the customer experience. Learn what a trip to Staples taught me about employee engagement and...
Emotional Intelligence in Customer Experience Leadership
Emotional intelligence can determine if your customer experience strategy gets off the ground and succeeds.
Amazon's Workplace Woes, and Leading Customer-Centric Cultures
In light of news about Amazon's culture, let's look at building better cultures with leadership and employee engagement surveys.
How to Simplify B2B Customer Experience Improvement
B2B customer experience improvement doesn't have to be difficult. Learn how customer experience strategy can simplify the process.
How to Navigate Toward Customer Centricity
Focusing on customer experience improvement and customer centricity can help you create long-term customer loyalty.
Food for Thought: Three Customer Experience Best Practices
Learn about customer experience improvement and three customer experience best practices based on a summer job waiting tables.