Tag: CSAT

1
Nov

Customer Experience Fuels Innovation

Customer Experience Fuels Innovation Guest Blog: Annette Franz, CCXP How does customer experience fuel innovation? This is a hot topic. We want (need) to see companies innovate for the customer, but many companies still struggle with what that means, how to do it, and what it takes to truly be innovative; instead, they imitate. I think Kerry Bodine said it

Read more

25
Oct

Revealing the True Unfiltered Voice of the Customer with One Question

Revealing the True Unfiltered Voice of the Customer with One Question Why This Matters: Market research is a science. It is about collecting qualitative and quantitative data about consumers in order to understand their needs. Done correctly, market research helps businesses look past their own ideas about what is needed in the marketplace and instead gives them direct access into

Read more

25
Oct

Getting the best insights hinges upon asking the best questions

Getting the best insights hinges upon asking the best questions. Decooda accurately detects how customers think, feel and act about a product, experience or brand, and uncovers how those thoughts and feelings translate into behavior, in order to understand the relative importance of each customer touch point.  This is achieved by complementing the Likert question with a carefully crafted, unique

Read more

12
Oct

Improving the Survey Respondent Experience

Improving the Survey Respondent Experience Guest Blog Post By: Annette Franz, CCXP   There’s a lot of talk about improving the customer experience. And there’s a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. But have you ever considered that those very surveys are another touchpoint in

Read more

6
Oct

Removing the barriers to effective customer experience analysis

Removing the barriers to effective customer experience analysis With a direct link clearly established between customer satisfaction and revenue growth, you would think that customer experience scores would be on the rise. Unfortunately, that’s not the case. According to Forrester’s US 2017 Customer Experience Index (CX Index™), CX quality worsened between 2016 and 2017. And this is in the face of

Read more

10
Aug

Where should we begin our CX journey?

Where should we begin our CX journey? My favorite analogy with respect to the CX world is to compare it to a soccer game played by five-year-old children.  If you have ever watched one of these games, you will understand why – usually all the children are chasing the ball together, no spacing around the field, just a wild race

Read more

14
Jul

Beat CX with a Simple Stick

Beat CX with a Simple Stick Author: Jon Windley, AltitudeCX – CEO My name is Jon Windley and I’m the founder of AltitudeCX, a consulting firm specializing in CX strategy.  Over the past decade working in this field, I have experienced both the challenges and frustrations of implementing CX strategy as well as the satisfaction of seeing a successful CX

Read more

Enjoy this blog? Please spread the word :)