Why Closed-Loop Alerting is a Must for Every Brand

Why Closed-Loop Alerting is a Must for Every Brand

Many organizations want loyal customers–and may have invested in rewards programs or other strategies. These approaches are solid first steps, but companies must do more. They should adopt closed-loop alerting (CLA) programs to reach out to and retain customers...
Are Your Customers Secretly Unhappy with Your Brand?

Are Your Customers Secretly Unhappy with Your Brand?

Customer service teams handle complaints every day. Even so, consumer studies indicate that most unhappy customers don’t take their concerns to companies that disappoint them. A popular metric in the customer experience (CX) community suggests that for every one...
5 Types of CX Insight You Should Have at Your Fingertips

5 Types of CX Insight You Should Have at Your Fingertips

Choosing customer experience (CX) metrics that provide meaningful insights into how your organization is performing can be a difficult task.  While there are many metrics that can be included, the most effective strategy is to select metrics that provide CX insights...