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Whether Transactional or Relational, Net Promoter Score (NPS) has a massive advantage in the larger feedback arena. An NPS survey at pivotal moments in the customer lifecycle can yield invaluable information. It's versatile with a capital V. NPS surveys often occur on a 3-month schedule or in alignment with touchpoints…

Every business's goal is to develop an unshakeable customer relationship that defines the best possible customer experience (CX) and represents a customer journey that's second to none. Getting there requires great customer relationship management that must account for such things as: Understanding the essence of CX for developing a solid…

Consistent and robust employee communications are the key to the internal harmony of your organization. Performance reviews are an ideal time to clear the air, clarifying company goals, and getting everyone on the same page. It hinges on trustworthiness and honest feedback through a structured performance review conversation. The fundamental…

The holiday season is upon us. In 2020 that means kids aren’t supposed to hug mall Santas and more people are going to shop online to avoid stores. Yet retailers aren’t the only ones that see holidays as an opportunity to connect with customers. This article offers several strategies that…

Businesses that provide an excellent customer experience (CX) have better sales and brand loyalty. However, how do businesses know the state of their CX? Often, companies rely on opinions and guesswork to identify customer pain points. This subjective data can be misleading, outdated, or anecdotal. The lack of hard data…

What? Feedback is feedback, right? Well, yes, but what you do with it is what makes it closed loop. Closed loop feedback means that you actually respond to the feedback. You probably already read and analyze customer feedback. Maybe you even take steps to improve the customer journey based on…

Why care? Organizations spend billions of dollars every year on digital technology apps that accumulate, dissect, and evaluate the Big Data around markets that involve customer experiences (CX), customer journeys, and customer journey mapping. Thrown into the mix are market segmentation and its numerous versions (i.e., demographic, psychographic, etc.), converging…

What are customer service skills? Every business today that’s into making the customer experience (CX) as perfect as possible, cannot ignore customer service. It's inescapable as an operational division and reference for so many touchpoints in the CX journey. When you want to return goods or inquire about a promotion,…

What is a customer touchpoint? Imagine this—you leave by car from your home in Boca Raton. Your destination? A hotel in Miami 50 miles away. You stop off at two service stations along the way for gas and refreshments. Once in the city, you visit the zoo, the beach, attend…

What’s the point of going through the strenuous undertaking of hiring a new employee if your new hire isn’t going to stick around through the onboarding process? There is none. It’s a waste of time and money. The likelihood of them sticking around depends on how engaged they feel, and…

Transactional vs. Relational NPS

How many different ways can you look at customer relationships?

10 Ways to Enhance Your Employee Performance Reviews

The 2020 Guide to Seasonal Delight Despite the Distance, Customer Edition

How to Conduct a CX Audit to Improve Service Quality

Round Out Your CX Program with Closed Loop Feedback Management

The Best Ways to Collect Customer Feedback

Customer Service Skills in 2020 and Beyond

How do customer touchpoints drive marketing strategies in a competitive environment?

How To Transform Onboarding to Kick-Start Employee Engagement