The first step before deep diving into customer experience metric selection is to understand the main areas to address when measuring CX. Then we share some of the often used metrics in customer perception of the quality of experience.

Companies 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.

This in-app trend has greatly expanded methods for collecting customer feedback, including NPS. The crucial advantage comes from directing valuable feedback about your product or service to the appropriate teams…

Choosing 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...

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…

Customer Experience Technology: Are We Ready to Absorb? A high-level customer experience technology can automate your CX efforts from collecting…

We 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...

How 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...

The 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...

In 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...

How 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...

How 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...

Closing 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...

Experience 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...

What 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...

Customer 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...