Written on October 31, 2017 at 8:50 pm
Have you ever had an exceptional customer experience—one that really stood out—and wondered, ‘Why doesn’t that happen all the time?’ The big differentiator usually has to do with a company’s employees and their level of engagement. Thirty years of research indicates that greater employee engagement leads to greater customer loyalty. But what does customer-centric engagement look Continue Reading »
Written on October 31, 2017 at 8:40 pm
This detailed cheat sheet will help you map your business goals and KPIs to the right customer touch points to ensure you collect the right customer feedback so that you can: Improve customer satisfaction Understand customer frustration and usability issues Lower bounce rates and increase conversion rates online
Written on October 31, 2017 at 8:34 pm
It is not easy to choose the right VoC platform. There are many factors to consider when deciding which one is right for your organization. This article provides some key factors that you need to consider when deciding on a vendor.
Written on January 4, 2017 at 9:03 pm
Original article: https://hbr.org/2017/01/a-study-of-46000-shoppers-shows-that-omnichannel-retailing-works In this article, Medallia and Utpal Dholakia, a George R. Brown Professor of Marketing at Rice University, answer the question “Are omnichannel customers more valuable?” with a large-scale study of 46,000 customers. The study reveals that omnichannel customers – shoppers who use multiple channels during their shopping journey – have bigger shopping baskets and are more loyal than Continue Reading »
Written on October 11, 2016 at 9:21 pm
Original Article: strategy+business, Customer Loyalty Isn’t What It Used to Be Traditional approaches to cultivating customer loyalty aren’t enough to equip companies for the seismic digital shifts hitting many industries today. Instead of relying on points programs, companies have to listen to customers and adapt products and services to their changing expectations. This article identifies four Continue Reading »
Written on September 12, 2016 at 6:53 pm
Original Article: Harvard Business Review, Listen to Your Employees, Not Just Your Customers Linking customer and employee feedback can provide valuable insight into all aspects of the service experience. It offers managers a more complete picture of customer-employee interactions and creates a direct channel for employees to identify CX problems and offer solutions. This article Continue Reading »
Written on May 19, 2016 at 3:52 pm
In this article, Fred Reichheld, the creator of NPS, and Medallia VP Dorian Stone explore a highly under-utilized resource for ensuring service quality on the front line.
Written on May 19, 2016 at 3:48 pm
In this article, Fred Reichheld, the creator of NPS, and Medallia VP Dorian Stone explore the factors that are killing traditional customer satisfaction surveys — and reveal what’s coming next.