How to Use Micro-surveys to Collect Customer Feedback?
Here at Feedbackly, we specialize in automating collecting customer feedback data and making it to good use. This way we are also huge friends of micro-surveys. Micro-surveys are handy because they collect high-quality data and high-volume data at the same time. Only thing is that you would need to get a bit more creative than […]
Do companies with up to 10 people need a CX program?
Despite its popularity, many assume Customer Experience (CX) as a superfluous strategy only meant for companies that can afford quality resources and analytical tools. So, small company owners can easily question if they need a CX program on top of their marketing and sales priorities. However, it’s far from the truth. In fact, CX is […]
How to Convince Your C-Suite That Measuring CX Is Important?
As a CX professional, you would be aware that customer experience is an indispensable aspect of an organization. But, if the upper management considers it as an optional strategy that can be postponed, CX cannot move forward in the enterprise. A proper CX strategy is one that’s fully-fledged, consistent, and popular among the organization. For […]
The 3 Steps for Building a Working CX Strategy for Your eCommerce
The eCommerce industry experienced a massive surge in sales during the pandemic when their brick-and-mortar rivals had to shut down. It will continue to dominate consumers’ purchasing preferences in the years to come. The increase in demand for eCommerce services has increased the number of eCommerce businesses that have sprung to life lately, which means […]
Who Should Be Responsible for Your Customer Experience?
The concept of Customer Experience (CX) and its importance has always lingered around, but its popularity in the business arena arose in the recent past. As the single biggest factor that affects customers’ buying decisions today, which encompasses all other elements such as product, price, promotion, and place, CX is crucial for brands to thrive […]
What Is Customer Experience Management (CXM) and Why It Matters?
Placing the customer at the heart of your business is easier said than done. If you are to tap the true sentiments of your customers and evoke them to come back, you can’t do away with a great product and customer service alone. It requires effort from every branch of the business. It requires attention […]
10 Top Customer Satisfaction Survey Questions
Customer Satisfaction Score (CSAT) is an indispensable CX metric for businesses that focus on keeping their customers delighted all the time. While CSAT is a measure of customer satisfaction level, it is also a measure of a brand’s effort to prioritize their clientele above anything else. In order to measure CSAT effectively, brands have to […]
All You Need to Know About the Net Promoter Score (NPS)
If you are just starting off with a Customer Experience (CX) program for your brand, you would know the importance of using CX metrics to measure the effectiveness of your program. Only metrics can help you understand if customers’ perception about your brand has really improved. Out of all the metrics available, we highly recommend […]
The Future of B2C: What Consumer-Facing Firms Must Know
For businesses, every purchase is a vote from their customers, endorsing their brand and products. Therefore, customers have always been and will always be the central focus of B2C firms. However, customer preferences, behavior, expectations, and purchase patterns change over time, and businesses must cater to them effectively to thrive in the market successfully. Here’s […]