Net Promoter Score: What It Is and Why You Should Care

If you are interested in using customer feedback to drive business growth, then Net Promoter Score (NPS) can be one of the key tools in your customer experience arsenal. In this post, we will look

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How To Build Long Lasting Customer Loyalty

It takes so much effort to gain a customer now with an ever-increasing competition base and more savvy customers. So, when you do finally manage to convince your customer to choose you – it is

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Top 6 Tips For Gathering Event Attendee Feedback

If you have ever run your own event, you will be more than aware of the endless tasks required planning the event. Sometimes you can be so obsessed with the planning and organization that you

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A Guide To The Customer Journey

Once upon a time the path to purchase was a relatively linear progression from identifying the need, a little consideration and then purchase. Those days, I am afraid, are over. The modern customer journey is

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How To Create a Successful Customer Experience Measurement Program

If you are running a customer experience (CX) strategy, then how you measure CX is integral to your success. You need to define the right metrics and then use them to make improvements. Without a

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How Well Do You Know Customer Experience? (Quiz)

Think you are a customer experience expert? Well why not take our short CX quiz below to see how much you do actually know! Share your results and see how you compare with others. If

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What Is Customer Experience? (Video)

What is Customer Experience? We have written a number of articles around customer experience strategies, metrics and approaches but lets take a step back and ask ourselves what actually is Customer Experience? Why is it

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Connecting VoC with ROI: Making a business case for your Voice of the Customer Program

A question that is asked a lot in customer experience is ‘What’s the return on investment (ROI) for a Voice of the Customer (VoC) program? Anyone in the industry knows that collecting customer feedback and

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5 Principles of Getting Good Quality Customer Feedback

Getting customer feedback is vital across most industries but actually getting that feedback from your customers is not always easy. Customers who have had a negative experience tend to be more inclined to voice their

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How To Measure Emotion In Customer Experience

Customer experience experts have created measurement systems to track customer satisfaction, customer effort score and net promoter score. But there is one area that has been more difficult to translate into a simple metric. Customer

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