Valuable customer experience and employee engagement content to cultivate companies people want to buy from and work for.
Guide Customer Success Teams to Successfully Close the Loop with Customers
I think we would all agree – customer surveys are everywhere. Despite such prolific use of surveys as a central component of customer experience programs, many B2B companies are failing to maximize...
How Do You Get a Competitive Edge Over a Rival Business?
It’s the start of another sales meeting and you can already tell the news won’t be positive. With revenue for the quarter still shy of targets, you ask the group for an update on their pipeline. The...
Customer Effort Score (CES)
What is a Customer Effort Score?
How to Leverage Competitive Intelligence to Impact CX
Have you ever thought about how your customer’s experience is tightly intertwined with the health of your brand? Each experience with your product or service can have an impact on how your brand is...
Customer Experience Index (CxPi)
What is the Customer Experience Index?
Does Company Culture Affect Customer Satisfaction?
More than ever, a strong service culture is critical to the long-term health and success of your business. Shaping your company’s culture starts at the top and requires everyone in your organization...
First Contact Resolution (FCR)
What is First Contact Resolution?
How do you measure customer health?
When calculating your customer health score, what approach does your organization take? Many companies rely on signals and data from product usage, support tickets, or Net Promoter Score to paint a...
How Useful is Net Negative Churn
Every company faces some degree of churn. To combat this, companies turn to existing customers for upsell / cross-sell opportunities to offset lost revenue from downgrades or cancellations. Venture...