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Okay, so this is going to be controversial. Scandalous, even. But I’m going to come right out and say it: Please stop with the KPIs. Just quit it already. Whether you’re using NPS, C-SAT, CES...whatever it is, you’re only hurting your own CX efforts. And I’ll tell you why: ...
1-Minute read. A life of better surveys. While customer surveys may seem simple, there’s a lot behind them and a lot that can go wrong. Customer Success Directors know that surveys are complex. At the same time, they are charged with getting the survey done! That’s probably why one...
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The 5 Biggest Aha Moments From “THE STATE OF CX ANALYTICS 2021” Study For a few years, CX research tech is booming, empowered by emerging tech. Despite the exploding variety of tech, the state of execution is in a mixed state. Companies are looking for orientation. What are the...
This is what it takes to get a pair of running shoes in mid-2021: You ride the subway downtown to the Eaton Centre, the most central shopping mall in Toronto. You approach the security guard standing at the door and show him the e-mail with your order receipt. He then tells you which of the ten...
Does NPS make sense for you? Let’s try this thought experiment: Say you’re a plastic surgeon, specializing in a bespoke and specific sort of work that’s...um, shall we say, personal in nature. Naturally, all plastic surgery is by definition personal, but I mean that your specialty is the...
Online customer reviews have always been a fantastic source of customer feedback and competitive intelligence. Now, there are more customer reviews to synthesize than ever before. In 2020, at the onset of COVID, as shoppers moved into isolation and started buying online for almost...
I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends who are also working there. Whenever I talk with them about Customer Experience, I always chuckle when the conversation turns to the Voice of the Customer. Often when...
The Scotland CXPA Network is a local community of CX professionals to connect, learn, and share ideas and best practices with each other. We welcome you to stay connected in this online space in between your in-person events planned by CXPA volunteers. We can’t wait to welcome you at our next...
I just got off the phone with a colleague and we were having a conversation about data. He brought up some good questions and points and so I figured I’d jot a few of them down here before they went right out of my head again. The gist of the discussion was the difference between...
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...
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