Experience Investigators
APRIL 23, 2024
Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. Strategic Investments in Customer Experience As we often say, CX is a team sport.
Experience Investigators
JULY 26, 2022
The more we treat CX as a team sport, the more likely it is for us to achieve meaningful outcomes for both our customers and our organizations. Common Challenges to Cross-Functional Cooperation in Customer Experience. Customer experience is a set of tactics disconnected from strategy. You can do this!
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Fonolo
MARCH 17, 2020
Hyundai: You’ve probably heard of it; the name again on the tip of everyone’s tongues thanks to a memorable, highly-lauded SuperBowl Hyundai Sonata 2020 commercial featuring John Krasinski, Rachel Dratch, and Chris Evans sporting some iconic Boston accents — “Smaht Pahk” — an ad which has so far attracted around 55.2 million views on YouTube.
Customers That Stick
OCTOBER 16, 2014
Tell us how one outside influence impacted your customer service or customer experience thinking. book, movie, sporting event, relationship, travel). Unfortunately, some companies focus too much on their internal processes, automation and the newest technologies, and ignore the agent direct engagement with customers.
SurveySensum
JULY 17, 2023
Decathlon, a renowned sporting goods retailer, excels in this area. They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase. Communicate the action taken to your customers and close the feedback loop.
SurveySensum
JULY 17, 2023
Decathlon, a renowned sporting goods retailer, excels in this area. They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase. Communicate the action taken to your customers and close the feedback loop.
Lumoa
FEBRUARY 6, 2018
More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Technology advances will continue to inspire new innovations in customer experience. CX is a tough business.
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