Customer Experience (CX)

Continuously improving the customer experience (CX) is the primary goal for all brands. While putting the customer first is nothing new, the explosion of customer data available to help guide marketers is unprecedented. Now, more than ever, brand marketers need to have a strategic process in place to ensure they are regularly monitoring and making […]

In the same way that customer experience is no longer just about satisfaction, employee engagement is no longer solely the domain of Human Resources. According to Andrea Sullivan, CMO at Interbrand, “Branding used to be about what’s happening outside your door, but increasingly, about 75 percent of the work that brands do is more squarely […]

Many companies have some type of customer experience (CX) research program in place.  You may already be conducting an annual survey or collecting comment cards to gather customer feedback. However, in order to make the most of your CX research program, you may find that additional resources are needed. Read More

In today’s customer-centric marketing landscape, most companies understand the value of having a customer experience (CX) research program in place to identify ways to improve their customers’ brand interactions. Finding ways to maximize the value of your customer experience research program is critically important.  Read More

In 2006, the Net Promoter Score (NPS) metric took the business world by storm, when Fred Reichheld, of Bain & Company, published The Ultimate Question: Driving Good Profits and True Growth. Based on his research, Reichheld proposed that by asking customers a single question, how likely they would be to recommend a brand to a […]

In the words of tennis great Arthur Ashe, “Success is a journey, not a destination.” Not only do these words ring true for personal success in life, but also in branding.

As described in our eBook, 6 Steps for Launching CX Insights, an effective Customer Experience (CX) program can help you reduce churn, enhance complaint management, identify and resolve critical customer issues, and increase customer loyalty. Read More

For most of us, when we need to see a doctor, we pick up a phone. In fact, 76% of patients still set up their doctor appointments by phone, which makes this interaction such an important one – especially for first-time patients. As we all know, there’s no second chance to make a good first impression. […]

In our eBook, Launching Customer Experience Insights, we spoke about the need to launch insights throughout your organization. Now let’s take a step back and look at what is needed to create insights. The process goes beyond facts and data.