Tag Archives: customer experience research

Steps Toward Securing Customer Experience Research Support

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

Maximize the Value of Your CX Program

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

7 Tips for Conducting Multicultural Research

“A wise man adapts himself to circumstances, as water shapes itself to the vessel that contains it.”                                                                                                           Chinese Proverb It’s no surprise that American society is in a state of constant flux. Our country’s demographic make-up continues to shift. Read More

Net Promoter Score – Going Beyond the Ultimate Question

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 […]

Walk With Your Customers: The Powerful Impact of Customer Experience Journey Mapping

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.