What we call Customer Experience (CX) is the total effect of each interaction between brand and customer over the course…
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5 Customer Experience Competencies to Drive Business Growth
In the modern consumer-led environment, the customer experience is of paramount importance. Whether you’re offering omnichannel contact center solutions like…
Quickly Build Your First Customer Feedback Program for Powerful Results
While so many companies are pondering how to grow their customer experience (CX) programs, there are plenty of CX champions…
The Easiest Way to Improve Customer Onboarding: Measure Customer Effort
Putting off changes to your onboarding process is too tempting. Where do you find the time to overhaul the entire…
5 Reasons to Build a Customer Feedback Program to Grow Your Startup
You’ve been thinking about developing a more rigorous customer feedback program, but you’re putting it off. You may feel like you don’t have the bandwidth to respond to customers, and worry that it will be tough to make sense of what people tell you.
Has your NPS program become…boring?
As purveyors of customer experience management software, we are fans of using the Net Promoter Score (NPS) system to boost customer…
Alert HR Staff to Trends in Employee Feedback using Wootric
Are you using pulse surveys to monitor employee engagement? What are reviews from candidates and former employees on Glassdoor telling…
How to Start a Customer Success Program from Scratch
If your SaaS company hasn’t leapt on board the Customer Success train yet, it’s likely due to “focusing on other…
Eight Principles for Improving Customer Experience with NPS
In my last piece I shared my thoughts on the why Net Promoter Score is so popular. I’ll now share the NPS program model I recommend. It’s intended for the novice NPS program owner, as well as the veteran NPS program owner who isn’t getting the expected traction or results. This model has evolved since the four years when I implemented salesforce.com’s first ever NPS program across 15,000 employees. I’ve since modified it to make it more agile to fit the needs of small and mid-size clients.
Marketing Strategies to Revitalize Your SaaS Customer Engagement
Marketing a SaaS (software as a service) company presents some unique challenges. Since you’re providing a service over time (ideally…