A taste of customer perspective won’t be enough to propel business growth. It is becoming increasingly vital for brands to understand evolving customer journey trends.
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A taste of customer perspective won’t be enough to propel business growth. It is becoming increasingly vital for brands to understand evolving customer journey trends.
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Some of the often used metrics in customer perception of the quality of experience.
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Emotions do matter: Sentiment and Emotion Analysis You have done everything you can to please your customers. In every aspect, your team of professionals provided the best possible service from the operational side; you are confident in your work. But what do your...
read moreA taste of customer perspective won’t be enough to propel business growth. It is becoming increasingly vital for brands to understand evolving customer journey trends.
read moreEmotions do matter: Sentiment and Emotion Analysis You have done everything you can to please your customers. In every aspect, your team of professionals provided the best possible service from the operational side; you are confident in your work. But what do your...
read moreSome of the often used metrics in customer perception of the quality of experience.
read moreCompanies that integrate customer feedback into their DNA, can quantify their customers’ perceptions better, understand the customer journey as well as bottlenecks in it and continuously improve experience every day.
read moreSlack has come a long way since its inception back in 2009. Currently, users send over 1.5 billion messages per month. According to Slack statistics from 2021, 88,000 of the 600,000+ organizations that use Slack have a paid subscription; approximately 550,000 use the...
read moreChoosing the Right Customer Experience Platform Leads to High-Quality CX Customer Experience (CX) is the overall experience that customers have during the relationship with the delivered product/ service from first contact to becoming a happy and loyal...
read moreUnlock Customer Experience Through Unstructured Feedback Many customers want to tell you what they think and how they feel. Are you really listening to them? Most likely your answer is “YES” and you’re not alone! It is fair to say that companies have become better at...
read moreCustomer Experience Technology: Are We Ready to Absorb? A high-level customer experience technology can automate your CX efforts from collecting and analyzing customer feedback to creating triggers for your CRM or internal communication workflows. How can we...
read moreWe already know that good CX quality and customer loyalty drive successful business growth. What most firms overlook is that they should prioritize the “people factor” since employees work hard to provide high-quality customer experience. The impact of employee...
read moreHow Can We Improve Employee Engagement? This is one of the most asked questions about employees on Google. Let's have some background information about this fact. COVID-19 has emotionally exhausted many workers. The term “great resignation,” which refers to the high...
read moreThe Ex Factor: Employee Experience as One of Customer Experience Milestones A company can see its definition as a “customer-centric company” as its proudest achievement today. This is only possible with customer-focused employees. The equation is simple: Happy...
read moreIn many customer experience research, expert interviews and case studies, we often see how important the concept of change management is for CX. There is no doubt that change management should be handled in a structured way for the customer experience program to...
read moreHow to Build a Customer Experience Team Forrester recently shared 2022 predictions about customer experience. One of the predictions was: Customers will Want Over Half of the Pandemic-Era Services to Become the “New Normal”. As an example, one-half to two-thirds of...
read moreHow to Become a Customer-Centric Organization Customer centricity is a way of doing business and a way of thinking that focuses on customer needs and is committed to creating a great customer experience. The goal of a customer-centric organization is to provide...
read moreClosing the Customer Feedback Loop Closing the customer feedback loop is considered a milestone in building trust and loyalty with your customers. As Fred Reichheld and Rob Markey stated in their article*: “Closing the loop is a central element of the Net Promoter...
read moreExperience Design: Understand and Visualize the Moments of Truth Design thinking, experience design or service design. Sometimes our playing field seems to be dominated by jargon. These are fairly similar terms, but what do they actually mean—and why is it worth...
read moreWhat is Voice of Customer? Simply put, Voice of Customer (VoC) is the process of collecting customer feedback about a business, its products and services. Many companies believe that collecting customer feedback through surveys is the meaning of a VoC program. In...
read moreShort-termism*: Short-termism refers to an excessive focus on short-term results at the expense of long-term interests. Short-term performance pressures on investors can result in an excessive focus on their parts on quarterly earnings, with less attention paid to...
read moreCustomer and Brand Loyalty For the fifth year in a row, Amazon has been listed as the loyalty leader in the U.S.A. according to Brand Key’s annual loyalty rankings. The New York-based brand loyalty and customer engagement research consultancy examined 1,260 brands in...
read moreInsights from experience professionals themselves across industries about their most significant learnings from 2020 and their expectations for 2021 regarding customer expectations and CX efforts
read moreDuring the global pandemic, we have witnessed that customer needs, expectations, and journeys shifted overnight. Times like these have once again shown us the importance of managing “dynamic” customer journeys.
read moreAs the first wave of the impact of the pandemic is experienced, we see some changes in this initial response. Based on our conversations with our clients in banking, retail and insurance, we wanted to share approaches and actions regarding Voice of the Customer programs:
read moreIn times like these where organizations and businesses are working remotely; building space for communication between employees, understanding their needs and supporting has become a priority.
read moreContinuous improvement loop is a proven approach in managing customer experiences. Customer Experience Platforms automate the flow in continuous improvement loops and make it easy for companies to manage
read moreTogether with Ümran Akbulut, Customer Experience Manager at Türkiye İş Bankası, our Co-Founder Gurol Kurt talked with Efma’s Boris Plantier about the origins of our successful collaboration.
read moreOnly 45 percent of senior marketing professionals understand their customer’s journeys. Read on to learn the critical steps in designing customer journeys
read moreCX management starts with listening to customers carefully. Start getting insights right after the activation of a listening mechanism…
read moreNPS is a simple metric to measure, but it is not that simple to improve NPS score. Higher NPS score does not always guarantee better performance in business KPI’s
read moreDelivering superior customer experience is the result of a customer-centric culture which starts with people. They are not your customers they are your employees.
read moreIt is much more critical today to improve employee engagement as a lever for higher productivity, for retention of key talent and ensure the realization of the happiness of customers!
read moreAn article by Don Peppers explaining “an array of innovative tools based on artificial intelligence and machine learning”, including Alterna CX.
read moreHow can companies deliver frictionless customer experiences? Here are some effective insights on making the customer experience better for the customer and more efficient for your business
read moreWhat is AI technology and how does it relate to Customer Experience? Pros of Integrating AI into daily customer experience process
read moreFor insurers, improving customer experience and service quality is not only a necessity; it is also a loyalty and revenue growth opportunity
read moreText analytics enables companies to determine which topics are on your customers’ mind and trigger actionable insights
read moreIf we consistently deliver experiences that create distinctive emotions in our customers, then we can get a differentiated positioning in their hearts and minds
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