When it comes to the application of customer experience strategies,
companies tend to fall into one of three camps: Customer
experience, huh? These companies are clueless. They don't
understand why a...
Sales needs timely customer insights that will help them focus on
the issues that matter to existing customers and new prospects.
They also can benefit from intelligence that will help them know
There is no doubt that more and more business-to-business companies
are focused on creating a competitive advantage through the
experiences they deliver to their customers. But, what does this
Today, companies that implement relationship and transactional
surveys often rely on text analytics to synthesize and analyze
customer comments. When using text analytics with survey responses,
The framework features three important steps in your journey to
drive results. Destination - An important aspect of results is
establishing your destination…what are you setting out trying to
Focus on these three activities to gain support from senior
leaders: The payoff - show senior leaders that customer-focused
actions have an impact on the business. The plan - Share the
Here are five key questions all Customer Experience (CX)
professionals must ask. Do we have the right culture? Possibly the
toughest aspect to control is the culture of the organization. The
Visuals are a powerful way to communicate customer intelligence.
There are so many different ways to visualize customer feedback.
You can use graphs, bubble charts, customer comments, summary