To comply with ISO 9001, thus do business in your industry, you are required to run an annual customer satisfaction survey. Many companies will conduct an ...
“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”
As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for ...
The other night, I tried to explain to my wife how the turbochargers in my car work. About two minutes in, her eyes were glazed over so much it looked like she ...
Improvement is a relative concept. To improve, a thing must be measurably better than it once was. For example, this morning, I felt fatigued. And a coffee (or ...
The vast majority of my banking customer experiences happen outside of a bank. And if I think about it, I would find it rather disconcerting if I found myself ...
On July 15, Amazon held its first “Prime Day,” which featured a variety of on-site sales exclusive to members of its Prime service. And a few things went ...
In customer experience management, we use transactional surveys to guide actions for customer centricity. So for example, after you stay at a hotel, you might ...
In part one, we discussed some of the risks of a failed Voice of the Customer rollout, and we covered four customer experience best practices for managing ...
