Getting Executive buy-in and budget for customer experience programs is not so easy when there are leaders at the top who don’t fully understand the true value of CX. MyCustomer interviewed me and other customer experience professionals to find out what we have...
Doing CX Right BlogMetrics & Measurements
Customer expectations are changing as we transition out of a pandemic. I’m sharing valuable data and predictions to support your success.
Learn how to measure customer satisfaction & happiness to ensure competitors don’t lure them away
Over the years, we often hear “the customer is always right.” While “always” may not really be the case, companies are going out of their way to please customers to fuel business growth. This is especially true during Covid19 where social distancing is required and creating customer happiness
There are valid reasons for and against tying Net Promoter Score (NPS) to employee compensation as the Wallstreet Journal explains.
There’s an article in the Wall Street Journal that is creating some commotion. It raises the question of whether or not “Net
I recently discussed the importance of getting Voice of the Customer (VOC) feedback and common methods, such as surveys, to understand customer perceptions and expectations across different touch points. To be effective and acquire actionable insights, questions must be designed with best practices applied and a “test & learn” approach.
Getting customer feedback is an essential part of conducting business. I’ve seen too many companies developing new products and features without asking customers directly what they want upfront, and then wonder why sales goals are not attained post-launch