Benefits of Measuring Customer Experience
“If you can’t measure it, you can’t manage it,” said Peter Drucker, a well-known management consultant, and educator who delved into the nucleus of businesses for them to operate optimally.
Posts about Customer Experience (8)
Fireside Chat: RESULTS.com Discusses the Modern Strategic Plan
We sat down with Stephen Lynch, award-winning author to discuss how companies can streamline their business goals and successfully carry out their strategic plans.
How Customer Feedback Should Be Shared
Here’s a question for you: Who in your organization receives the results and feedback from your Voice of the Customer program? The C-Suite? Your customer service or customer success team?
Gathering Customer Feedback Through the Lens of Frontline Employees
When it comes to delivering exceptional customer service experiences, frontline employees play a critical role. But this group can also play a vital role in your Voice of the Customer program.
Fireside Chat: Natero Shares Tips for Customer Success
Natero, aquired by Freshworks, was a platform that helped Customer Success Managers reduce churn, increase expansion, and manage more accounts. Before the acquisition, we sat down with CEO, Craig...
Fireside Chat: Command Alkon on Creating a Customer-Centric Culture
For Command Alkon, gathering customer feedback on the direction of the company and its efforts for delivering an A+ customer experience is a top priority.
The Inexpensive Survey Tool – Good or Bad for Corporate Research?
When SurveyMonkey was founded in 1999 its availability ushered in a new chapter in customer research. No longer were companies solely reliant on expensive research firms to field customer...
Should Businesses Use Employees to Get Customers to Take Surveys?
One of the greatest determinants of a successful customer satisfaction survey is achieving a strong response rate. While there are varying opinions as to what the minimum ideal survey response...
Tips for Interviewing Customers
We often hear from companies that are looking to gather more candid insight from their customers. Of course, carefully crafted customer satisfaction surveys with open-ended questions (where...
How to Advance Your Voice of Customer Program
Take a close look at your company’s voice of the customer program.