Top Customer Survey Questions for Valuable Feedback
How do you respond when someone asks, “Are you doing okay today?” What if someone asked, “How do you feel...
4 Ways a Quick Service Restaurant Chain Refreshed a Stale Customer Experience Program
When you think of going to get a quick bite to eat, you’re probably thinking of getting a burger. With...
How Employee Experience Initiatives Help Brands Retain Talent, Grow Workforces, and So Much More
This article probably isn’t the first place you’ve seen the terms “Great Resignation”, “Great Reshuffle” or “Big Quit” on the...
CX 101: Demographic Segmentation
If you were trying to convince your family to go on a weekend trip, you likely wouldn’t use the same...
How Financial Services Brands Can Grow Share of Wallet with Their CX Program
Growing wallet share is one of the most important business initiatives for financial services companies. Here's how you can leverage...
9 Must-Read Articles on EX, Linking EX & CX, and Branded Experience
Organizations around the world are actively evaluating—and seeking to better understand—the decision-making and behavioral influence of employee and customer trust,...
How Quick Service Restaurants Can Leverage Customer Feedback in Every Department
In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews...
How a Global Grocer Turns CX Feedback Into Realized Customer Spend Targets
The Context A global grocery retailer was facing the uncertainties of COVID-19 and through their struggle, they found a perspectivethat...
5 Ways to Leverage Net Promoter Score to Boost Customer Retention
You don’t just want to appeal to new customers—you also want to keep your current ones coming back again and...
The Best Way to Identify (and Share) the Moments that Matter with Frontline Employees
Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle...
Survey Design 101
When gathering accurate and useful data, how the data is collected is just as important as the results it yields....
What is Brand Equity? The Benefits and How to Build It
When customers are looking for a solution to a problem, they will often turn to a company they trust. Sometimes,...
