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Strategies for a successful Voice of the Customer program

It is more important than ever to retain customers. Success often relies on having a deep understanding of your customers across every touch point –and that involves listening. That’s where an effective Voice of the Customer program can add real value, delivering insights to help you improve...

Steven Ramirez's profile image

Blog Entry
8 Customer Experience Metric Silos Mask Momentum

Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed. There’s a science to it. The trick to successful metrics selection is to connect the dots between cause-and-effect. That’s why customer...

Lynn Hunsaker,CCXP's profile image

Blog Entry
Your CES isn't telling you enough

With all due deference to Matt Dixon , sometimes “effort” is a tricky thing to define. I worked with one team that ran around and around about it constantly it seemed. Matt’s Customer Effort Score (CES) metric basically asks the Customer to rank his or her satisfaction with the amount of...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Customer Experience Indexes: Modern Thinking

Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing. One size does not fit all. There are many types of...

Lynn Hunsaker,CCXP's profile image

Blog Entry
Lead and lag measures

You know I’m all about metrics and measures. One of the things that made entering the CX profession so attractive to me was that this is a field of study that’s not only based in numbers, it’s starving for people who have an affinity for measuring. CX is a study that’s founded on...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Webinar Review: Building a CX Business Case for your CFO

Webinar title: Building a CX Business Case for Your CFO You need to create a business case for your CX team and present it in a few weeks' time to your CFO and other key stakeholders. On the one hand, you know that your CX team has earned back its investment many times over in the...

Ms. Taylor Barbieri's profile image

Blog Entry
(To whom) would you recommend this game? Contextualizing NPS for better insights

I started a habit this summer of having my breakfast on my back porch and browsing through #reddit. During this morning's reading, I discovered a new subreddit (message board) called r/shouldibuythisgame where video game enthusiasts solicit feedback about specific games to see if they are...

Jennifer Wright,CCXP's profile image

Blog Entry
Be careful what you measure!

I recently fielded a question from someone regarding moving NPS ratings from 8s to 9s. I asked why that was important. It was noticeable that the question was posed in terms of numerical scores, rather than moving Passives to Promoters , so I was curious. Digging a little further I found...

Nicholas Zeisler,CCXP's profile image

Blog Entry
More on CX ROI: Save AND make money

I have written previously a couple times about return on investment for CX. In fact, there are volumes of articles and books written about it. It’s almost as though there’s a sense of having to prove ourselves as CX professionals constantly. Now, in previous professional lives, I’ve been...

Nicholas Zeisler,CCXP's profile image