Customer feedback is the heart of every customer experience (CX) program. But in today’s information-saturated world, customers may not always notice or respond to feedback invitations. How can brands collect more customer feedback—that is both meaningful and...
Traditionally, customer experience (CX) has not been an area of strength for many communications companies. In fact the telecommunications industry received the second worst overall customer experience ranking, eclipsing the survey’s third place finisher by 20...
It’s no secret that CX programs thrive on data. And CX practitioners face the continual challenge of how to collect more feedback from customers—in an information-saturated world. Survey fatigue is a very real problem for today’s customers. People receive so many...
Being part of a great team. Offering a high-quality product or service. Working for an inspirational visionary. These and other qualities can motivate employees to become deeply engaged in their jobs and offer standout service to customers. In the past, many companies...
Gathering more customer feedback is crucial to the success of every CX program. Why? When it comes to winning and retaining customers, most brands are beginning recognize that the quality of the experiences they deliver are as important as products or prices. In fact,...
In our last post, we outlined industry forces compelling companies to adopt a closed loop alerting process to manage dissatisfied customers. We also provided an overview of our four-phase CLA maturity model. This post provides more insight on each phase—so that...
This post is part one of a two-part series on closed loop alerting (CLA) maturity. Now that 2016 is underway, many companies have embarked on a new set of annual strategic goals. And for many, CX is a top-of-mind issue. In fact, Gartner has projected that almost 90%...
