What to do with Customer Feedback
I recently posed this question on LinkedIn: Who in your organization receives the results and feedback from your Voice of the Customer program? The conversation it sparked among my peers was...
Blog
Valuable customer experience and employee engagement content to cultivate companies people want to buy from and work for.
Fireside Chat: The importance of a positive onboarding experience
The first experience a new customer has with your company sets the stage for a successful relationship. Therefore, a smooth onboarding experience is critically important to not only ensure product...
3 Ways to Maximize the Value of Open-Ended Responses from Customer Surveys
In my previous article on verbatim feedback, we explored some of the ways you can organize and systematically analyze open-ended feedback collected from your B2B customer surveys. Whether you...
Are In-app Surveys Effective for Measuring Overall Customer Satisfaction?
When it comes to collecting customer feedback, scores of software companies count on in-app surveys to understand customer sentiment in real-time. But is the feedback received an effective way of...
Should All Customer Feedback Be Considered Equal?
Customer feedback is a lifeline for your organization. With a clear line of sight into the evolving needs and expectations of your customers, you are better positioned to get ahead of the competition...
Tips to Analyze Open-Ended Responses from Customer Surveys
There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. From Net Promoter Score (NPS) to Customer...
Why Customer Experience is Important to Marketing
As the marketing leader in your organization, you’ve likely been asked to play a pivotal role in the customer experience (CX). Justifiably, many CEOs are charging CMOs to embrace this responsibility...
Does your company genuinely embrace feedback driven change?
“How are your clients using customer or employee insights to drive positive change?”
How do you upsell an existing customer?
Driving revenue can take on many shapes and forms, with upselling to existing customers being an important contributor to growing profits. The main draw for upselling to existing customers is that it...
Best Customer Experience KPIs To Track ROI
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When it comes to measuring the impact of your customer experience (CX) programs, many people would likely look to a Customer Satisfaction or loyalty metric, like Net Promoter Score. While...