How Do You Measure Success in Customer Experience
During our first season of CX Chats, we conducted in-depth interviews with 14 leading industry experts to explore their insights on measuring the business impact of excellent customer experience....
Blog
Valuable customer experience and employee engagement content.
B2B SaaS Leader's Guide To CS
Angeline Gavino, Vice President of Customer Success at Katalon, began her career in customer success in 2010. Back then, her role wasn't even called customer success. She became an individual...
CX as a BPO Service
Alex Mead is not your typical CEO. Currently leading Total CX in Bahrain, a customer experience business process outsourcing company, Alex has journeyed from a spring break revelation in Fort...
How to Improve Your Employee Net Promoter Score
Rather than find out how employees feel about working for your company at the water cooler, why not ask directly to the source and ask?
The Customer Advisory Board Invitation Letter
Establishing a customer advisory board requires thoughtful consideration and comes with multiple steps. If you have the requisite buy-in and you’ve been deliberate about selecting your initial ...
Five Considerations When Creating a Vision Statement for Your Employee Engagement Program
When I sit down with business leaders to discuss their Employee Engagement Program, I always begin by identifying the program's objective. The reason is that a clear vision statement is the...
The Employee’s Role in a Best-in-Class Service Organization
Employees play a pivotal role in building customer trust, confidence, and loyalty. Every team member has an opportunity to contribute to creating a compelling customer experience, or one that fails...
The Ideal Sales Win Loss Analysis Template
In part 1, I shared the insights we believe every company should strive to capture from the sales process. In part 2, I covered some of the most common methods companies use to acquire those...
The Importance Of Large Survey Data Sets
Survey Data Collection
A satisfactory sample size is one of the most important requirements for generating reliable insights from survey data. Without a large enough sample size (relative to the...
How Voice Of Customer Programs Can go Wrong
“A Voice of the Customer (VoC) Program is essential for maximizing retention and growth.”
This statement is widely accepted nowadays. Many research firms, professional associations, software...