Lights, camera, action! Just like the movie director uses the three-act structure to captivate audiences and create an unforgettable experience, business can use this same approach to deliver powerful presentations that will engage their audience. It's like watching a great screenplay unfold...
In the world of business-to-business (B2B) CX, understanding the differences between B2B and business-to-consumer (B2C) interactions is crucial. Recently, Bain & Company’s Rob Markey joined Martha Brooke, CCXP, and other members of CXPA’s B2B CX community for a discussion around the unique...
Anybody who’s read much of what I have to say about Customer insights and Voice of the Customer (VoC) knows I’m quite critical of legacy KPIs like CSAT and NPS. Part of that, naturally, is my inherent wiseass contrarian nature, sure. That said, if I didn’t really believe that there’s a better...
What are you doing to boost your survey response rate? Nearly every day, I get at least one request to take a survey. I bet you do too. Particularly after a trip, I am deluged with surveys from the hotel, airline, rental car, and more. I rarely take any of them. If your customers ignore most...
I once worked with a client who was having a somewhat complicated concern about survey data: Every time they interacted with a Customer they’d send out a survey invitation. That was well and good, but they never knew (does anybody?) when they’d get a response. They put a time limit on the...
A friend of mine was ribbing me the other day about the Net Promoter System and how I’m a pretty ardent critic , or at least questioner of it...not least because I think there’s a better approach (hint: It has to do with the proper purpose of doing CX in the first place). ...
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There is a lot of talk about leveraging AI for the Customer Experience (CX). This blog is intended to break down some of the key types of AI that can be used in contact centers for seamless customer experience interactions, and discuss some of the challenges and opportunities for the integration...
A while back, one of my service providers sent me an invitation to fill out a survey. As I’ve stated before , sometimes CX people can be the best or the worst when it comes to such things. I will usually only fill out a survey when I know that I have something positive to say about an...
In my own experience as a VoC manager, the company-wide engagement my team facilitated was instrumental in keeping our largest (and highly influential) customer from defecting, even though this customer’s CEO stated his intention to switch suppliers. We influenced dozens of teams each year...
Companies everywhere use surveys to measure customer satisfaction. But are their surveys good? When thinking about how to improve survey results, the usual path a company goes down is this. First, a company buys a license to a platform like Qualtrics, Medallia, or SurveyMonkey. They...
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