Most service organizations have talented and passionate employees that care about helping customers. In fact, between 60-80% of customer experience (CX) feedback reflects well on customer-facing teams. However, many companies’ CX programs place significant emphasis on...
Most companies want to secure more customer experience (CX) feedback but face challenges achieving this goal. Several feedback gathering options exist, each with their pros and cons and specific set-up and administration costs. Picking the right CX feedback...
Customers want an effortless, personalized interaction regardless of how, when or where they interact with a company. That expectation magnifies when the interaction is a field visit by an employee to a customer’s home. Historically, though, field service has...
For any customer, providing feedback is often an emotional experience. The combination of a visceral response to interactions with a brand and a compelling need to share feedback can imbue any customer experience (CX) with a personal, emotional edge. This is...
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...
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...
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,...
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