All companies want to improve their customer service and customer experience, but not all recognize the steps required to create lasting change. When embarking on or revitalizing a customer experience (CX) program, companies need to identify their baseline...
Whether an organization is large or small, its frontline employees have significant influence over customer perceptions. At best, they can deliver memorable experiences that turn customers into loyal brand advocates. However, when interactions go astray—customers may...
Do today’s companies truly deliver a quality customer experience (CX)? Or do they just think they do? How well are companies doing in aligning their CX apsiration and reality? Research from Bain and Company shows a large gap between organizations’ perceptions of their...
Customers’ expectations about how brands interact with them are evolving. CX-savvy brands are applying innovations to capitalize on this trend and accelerate their CX feedback gathering activities by: Using each of the three primary contact channels—IVR, web/email,...
During this holiday season, many managers are grappling with annual performance reviews, year-end bonuses, and planning for 2017. It may surprise some that money isn’t the most effective recognition of a job well done. According to a global survey of more than 1,000...
In a recent survey, 97 percent of CEOs stated that customer experience (CX) was critical to their firm’s success. And, while 91 percent agreed that they wanted their company to be a CX leader, nearly 40% were just taking first steps in CX. Many companies have a lot of...
Traditionally, most utilities have focused on collecting general customer satisfaction feedback—if they survey customers at all. In some markets, this bare-bones survey approach aimed to fulfill requirements for regulators. As customer experience (CX) has taken root...
“You can’t manage it if you can’t measure it,” is an often-quoted business adage—and very applicable to customer experience (CX). However, extracting meaning from customer feedback can seem daunting. With endless options to construct surveys—and assess the results—CX...
