Best Practices

Let’s be honest—”customer experience” is one of those phrases that gets tossed around a lot, usually alongside “delight,” “omnichannel,” or “synergy.” But if you’re a Chief Customer Officer, you know it’s way more than just corporate lingo.

The promise is bold: you can do everything yourself without the need of expensive support and get away from reliance on the research geeks. The problem is the gap between the promise and reality.

Everyone wants measurements that matter – there isn’t much point in having metrics that fail to or inaccurately measure what you are trying to accomplish. The best CX metric is that which best explains the customer behaviors you are trying to motivate and the business outcomes you want to drive.

It’s increasingly rare to find a mid-sized or larger company that doesn’t have a CX/VoC program of some sort. But for many (perhaps even most) firms these programs are check-the-box cookie cutter formalities that really aren’t listening or taking meaningful action on what they hear

When it comes to Customer Experience (CX)—which literally touches every part of a company—making it a central focus hasn’t been a priority until recently

Obtaining genuine, unbiased feedback from customers is challenging. Even more difficult is communicating that feedback to your organization in a relevant and actionable manner.

With interest rates rising and inflation stretching consumer dollars, it’s tough to find pricing advantages. Companies that focus on CX are winning big, even in challenging times.

Poor customer experiences can lead to decreased satisfaction, lost revenue, high churn rates, and negative reviews. Here is a look at five signs that indicate your business needs better CXM.

A well-implemented customer feedback loop is essential for any business. This process involves collecting feedback, analyzing it, making necessary changes, and communicating those changes to your customers.

While the partner might be providing the product or service, the parent firm’s name is still on the box, and poor delivery will negatively impact their reputation. Start thinking about partners as customers and employees.