You know your customers are satisfied because the customer satisfaction (CSAT) score that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so – it usually can be. So, what’s a company to do to earn even better CSAT scores?
Listening (to customers) is one of the most powerful tools in your toolbox. You learn about the customer, about her expectations, about how well you’re performing against her expectations, about how your products and services help her solve her problems, and more. But the action part is where a lot of brands fall down. Read on to find out how you can get actionable feedback – and then use it to make real changes!
What is the Head, Heart, Hands Change Model? How can you use it to activate your culture change? Read on to find out.
What’s the secret to a great customer experience? It’s not as difficult as you might think.
How do you define customer trust? How do your customers define trust as it relates to your brand? What do trustworthy companies do?
Not all skills needed to execute on your customer experience strategy will come from your core CX team. And not all of the oversight will come from that team, either. That’s where governance comes in.
Building a customer experience team requires knowing what that team will do and what skills you’ll need to do those things. Seems simple enough, and yet it’s challenging to build said team because oftentimes companies don’t have the funds or don’t want to add headcount to their rosters. Think outside of the box. Think skills!
Do you consider the candidate experience to be part of the employee experience? If not, you should. The employee experience begins well before the employee gets her badge and goes through orientation. The employee experience lifecycle is a long one, running through similar stages as the customer experience lifecycle. In this article, find eight tips to create a great first impression with your candidates.
Do you have pre-mortems and post-mortems built into your project plans? Are they in your CX toolbox? Have you used these this year? They are important tools to use… here’s what they are and why you need to use them.
Here in the United States, we’ll be celebrating Thanksgiving next week. We may not all have a bountiful harvest to celebrate this year (perhaps some do), but we have a lot of other things to be thankful for. In case you missed it, I’ve written over the years about how...