Share What You Learn: Delivering Data from Surveys

Surveys are great tools for gathering the views of employees, customers, patients, students, residents, and just about everyone else. However, many companies lose sight of the true value of the survey.  The real value isn’t conducting the survey itself; it is derived from what we do with the results. One…

Employee Pulse Surveys: A Healthy Check-In

Employee Pulse Surveys have been trending across the globe recently as many small, medium and large enterprises change their outlook on managing their human resources. In an effort to improve human capital, these organizations are now prioritizing the focus on ‘human’ rather than ‘capital’.   But what exactly is an…

The Drill-Down: Dialing Up Net Promoter Score

If you’re familiar with the customer satisfaction space, you’ll probably have heard of Net Promoter Score, also known as NPS. Simply put, the NPS is an index ranging from -100 to 100, and it measures the willingness of customers to recommend a company's products or services. Companies use the score…

Customer Engagement: How can brands give as good as they get?

How to structure powerful customer communications that deliver more Imagine receiving a survey with the following question: "Would you like to spend $X million by passing this bond?" How would you answer? The likelihood of a negative response is high if you don’t know enough to give an informed answer.…

How to Map the Customer Journey and Improve Customer Experience

Proactive customer experience efforts are increasingly important in today’s world, where customers have sky-high expectations for the level of personalized care and attention they should receive from companies.   With social media accounts run by young, sassy interns making global corporations appear to be your best friend, the perception of…

The Evolution of CX: Service, Success, and Customer Experience

Customer experience sounds intuitive: look after the customer, foster a relationship with them, and enjoy their repeat business and total commitment to your company. Right? What’s interesting is that proactive customer experience efforts are a pretty new phenomenon. The first real effort at testing and improving advertising came back in…

5 Key Questions for Your Internal Communication Audit

If you’ve resolved to be a better communicator, you’re not alone. Whether it’s family or friends, colleagues or clients, communication is always a highly rated area for improvement. No surprises here: You can’t improve what you don’t understand! If you’re struggling with communication issues, start off the year with a…

In Support of After-Sales Support

If you’re like the average company, you’ll probably focus the bulk of your efforts into closing your sales. The funnel starts with your marketing team, who’s responsible for generating leads and nurturing them to the point where they’re ready to make a purchase. Then your sales reps step in to…

Onboarding 102: Why Employee Onboarding Matters More Than You Think

Like customer onboarding, employee onboarding is crucial to ensuring high retention rates. Studies show that onboarding programs can increase retention by 25% and improve employee performance by 11%; in fact, employees who participate in a structured onboarding program are 69% more likely to stay with an organization for 3 years.…

Onboarding 101: Why Customer Onboarding Matters More Than You Think

Many companies are guilty of not having any proper procedures in place when it comes to onboarding. With customers, for instance, most sales reps will focus all their energy and efforts on closing the sale. Once the customer has signed on the dotted line, a sales rep might send across…

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