by Annette Franz | Aug 31, 2022 | customer experience, customer satisfaction, metrics, Uncategorized
I originally wrote today’s post for Medallia. It appeared on their site on April 28, 2022. Metrics are always a hot topic among customer experience professionals – and among others in their organizations who love to track them, namely executives. The...
by Annette Franz | Oct 10, 2019 | customer experience, customer satisfaction, customer understanding, Uncategorized
Today I’m pleased to share a guest post by Linda Taylor of MattsenKumar. A Temkin Group study revealed “businesses can double their revenue within three years by investing in customer experience,” and another study by PWC reveals “86% of customers are willing to...
by Annette Franz | Jul 11, 2019 | customer expectations, customer experience, customer experience design, customer experience journey, customer feedback, customer focus, customer loyalty, customer retention, customer satisfaction, customer-centric, Uncategorized
Today I’m pleased to share a guest post by Adrian Swinscoe. I believe that the customer experience (CX) space is becoming like prog rock in the 1970s, i.e., overly technical, too elaborate and complicated, inwardly focused, a little exclusive, and in danger of...
by Annette Franz | Jun 27, 2019 | B2B, customer expectations, customer experience, customer satisfaction, cxjourney, quality, Uncategorized, user experience
Today I’m pleased to share another guest post by Lexie Lu of Design Roast. While customer service has always been a vital part of what people do and how they do it, customer experience (CX) goes much deeper than just service now. CX encompasses the way the user...
by Annette Franz | Mar 24, 2016 | customer effort, customer satisfaction, metrics, Net Promoter Score, surveys
Today I’m pleased to share a guest post by Adam Rogers at Kayako. There is an abundance of metrics out there that can measure the quality of your customer support. But which one really shows how loyal your customers are? When measuring customer support, metrics...
by Annette Franz | Aug 8, 2013 | customer experience, customer loyalty, customer satisfaction, customer service
Today I’m pleased to share another guest post by Micah Solomon.To build customer loyalty, start by making a decision: Are you willing to put the customer at the center of everything you do: at the center of your company or department, your daily routines, the...
