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.
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...
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.
Brand Ambassadors: How People Bring Your Brand to Life
Customer experience improvement requires employee engagement, customer-centric culture, and constant customer feedback management.