Why you should focus on Employee Experience (EX)?
“To win in the marketplace, you must first win the workplace” – Doug Conant, Former CEO, Campbell Soup. Happy customers start from happy employees. So, when we speak about customer experience and why it’s so important, we must also address the importance of employee experience. If your employees aren’t satisfied with the company, then you […]
How to Translate Your Customer Feedback Data into Numbers?
You might be familiar with the benefits of collecting customer feedback and how to do it using numerous channels and KPI surveys. But do you know how to optimize its rewards? If not, you are not alone. Although many businesses have increased their focus on gathering customer feedback data, they are not sure how to […]
Most Popular Customer Feedback Questions
Customer feedback helps businesses view their brand from a customer’s perspective. You get a better understanding of the strengths and pain points through them. Surveys are one of the best ways to gather customer feedback promptly. Asking the right questions in your survey is vital to get the most useful responses from customers. Create simple […]
Understanding Your Customer Journey Solves Problems Before They Arise
We are going to start with a typical scenario today. You receive negative feedback from customers complaining about your delayed delivery service. For businesses, negative feedback is a necessary evil and won’t have damaging consequences if a genuine attempt is taken to rectify them. Usually, you will try to resolve this kind of issue by […]
The Undeniable Link between Customer Experience and Employee Experience
In an era where customer experience is a key determinant in building a firm’s success and boosting growth, businesses are on the constant lookout for ways to improve it and provide leverage. However, many businesses are yet to realize that Customer Experience (CX) is a concept that must be nurtured within the firm before you […]
4 Reasons Why Customer Experience Programs Fail
Are you disappointed in your CX program because it hasn’t been able to deliver the expected results? It could even be frustrating, especially if you have put in a lot of effort into designing a strategic program you thought would help you win. Well, don’t give up yet. The problem isn’t because CX is a […]
3 Must-know Principles about Timing of Feedback Surveys
Feedback surveys are important resources that help businesses assess the quality and success of their Customer Experience (CX) program. But, you cannot use all the surveys for all purposes. There are so many types of feedback surveys ranging from C-SAT to NPS designed to measure different aspects of CX. At the end of the day, […]
How to Identify Action Points from Customer Feedback?
Customer feedback is one of the best resources for a business to fine-tune its Customer Experience (CX) program as it directly projects what customers expect from your brand. You get to identify what’s bad, fascinating, and lacking about your business accurately as opposed to hypothesizing them. Therefore, gathering customer feedback is vital for a business […]
How to Get Started with Customer Journey Mapping?
Many of our previous articles discussed the customer journey mapping and its importance to understand the customer-brand rapport and improve customer experience accordingly. The story your customer shares with your brand is vital to understand your business’s position in the market. To give a brief introduction, the customer journey is a complete round-up of interactions […]