Why Does Customer Engagement Matter?
Customer engagement is a matter of retention, effort, advocacy, and passion.
Stop Hassling Your Customers
Want to create an innovative customer experience that changes your industry? Look for those common hassles that have become...
The Importance of Customer Engagement Segments
We measure customer engagement segments to help our clients take targeted actions to engage customers.
The New Reality of Customer Experience Care
Instead of focusing on higher customer satisfaction scores alone, work on customer experience, employee engagement, and better...
Customer Experience Concepts: What Does Customer Delight Mean?
Employee engagement is a crucial part of the customer experience. Engaged employees create customer engagement.
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.
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: Caring Enough to Ask
This series examines what differentiates a customer-centric culture from a company-centric one. This time, we're examining...
The People Metric: Measuring Employee and Customer Experiences
We focus on behavioral and emotional outcomes when we examine customer engagement and employee engagement.