The Last Mile of Customer Experience Improvement is Taking Action on Customer Feedback
Responding to customer feedback is often the most challenging part of any customer experience strategy.
Common Problems that Customer Feedback Can Solve
Here are common questions that customer feedback from Voice of the Customer can answer.
Customers Place a Premium on Trust. So Should Your Customer Experience Strategy.
Client satisfaction surveys can help build customer trust and inform your customer experience strategy.
Seven Practices of a Customer-Centric Organization: The Role of Employees
Based on our 2011 Employee Engagement Trends report, this four-part series examines the seven practices that differentiate a...
Seven Practices of a Customer-Centric Organization: Caring Enough to Ask
This series examines what differentiates a customer-centric culture from a company-centric one. This time, we're examining...
7 Practices of Customer-Centric Organizations: CX Starts at the Top
Based on our 2011 Employee Engagement Trends report, leadership differentiates customer-centric cultures from company-centric ones.
Seven Practices of a Customer-Centric Organization: Introduction
Using findings from our employee engagement study, this four-part series examines the seven practices that differentiate a...
The People Metric: Measuring Employee and Customer Experiences
We focus on behavioral and emotional outcomes when we examine customer engagement and employee engagement.
If Insight Falls in a Forest of Customer Feedback Data, Does Anybody Hear it?
To combat overload from customer engagement and employee engagement data, we work to simplify reporting to make it actionable.