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We’ve all been there—rolling our eyes at that manager who is swept up in a new metric that they feel impresses senior leadership, and before you know it, you’re obsessing over the numbers. Not necessarily because it benefits the customer or employee experience, but because you now have to. Here’s the thing: metrics are tools to help you improve the customer experience, not the endgame itself.

While Championing a Customer Focused mindset requires dedication and time investment, the rewards extend beyond just customer satisfaction.

NPS Scores Rebound: Analyzing Post-Pandemic Customer Satisfaction Trends In the wake of the pandemic, it’s been well-documented that businesses across various sectors grappled with a significant drop in Net Promoter Scores (NPS), a critical measure of customer loyalty and satisfaction. Qualtrics’ latest report confirms good news almost all around, revealing a trend toward stabilization and

Understanding XM: How Customers Talk About Their Experiences   When it comes to online reviews, it’s easy to get lost between the extremes of glowing 5-star ratings and scathing 1-star critiques. It makes you wonder, where are the people in the middle? And who is responding to what, and where? Well, now we have more insight

Invoicing is indeed a critical part of the customer journey, so why is it often overlooked? It plays a significant role in shaping customer perceptions and is a contributing factor in customer retention. The Importance of Invoicing in Customer Experience Ensuring that your business is easy to engage with is a fundamental aspect of Customer

While Championing a Customer Focused mindset requires dedication and time investment, the rewards extend beyond just customer satisfaction.

CX Thought Leadership Pick of the Week Ever been called lazy when trying to simplify something? 🙋‍♂️ We started the week with my thoughts on creating effortless customer experiences. So it’s no coincidence that my CX Thought Leadership “Pick of the Week” tackles seamless experiences – led by Stacy Sherman🎙️🎧 📘 Sherman and Greg McKeown “Easy

Quick Thought of the Week Quick Thought of the Week: Are you frustrating customers with complicated policies and confusing experiences? Do this quick self-check: 🚪 How many steps do customers go through to solve problems or make purchases with you? Count the clicks, forms, and interactions, required.  💬 When did you last ask your customers what obstacles

What differentiates client experiences? The answer lies in going beyond the basic service and product and embracing the principles that constitute a seamless and personalized experience.