How many different ways can you look at customer relationships?

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…

Use Your Words: 2020 Holidaze, Revisited

What are you celebrating this year?   In a year of "unprecedented" and "unimaginable" events, we are still celebrating. Birthdays, anniversaries, and holidays -- they keep coming, as if they didn't get the memo that 2020 is, well, not a normal year. As the year wraps up, we've got a…

Ten Things to Consider in Your End of Year Tool Evaluation

Determining the quality of tools used in your business—whether that is software, apps, or anything in between—can often be a head-scratching endeavor. Quality is by far the most important factor when it comes to software, but how do we know what makes a good tool? To some, it can mean…

The Ultimate Guide to Customer Segmentation

While customer experience, the customer journey, and customer touchpoints are all critical data collection opportunities, the way you analyze your data can make all the difference in converting stats to insights. How are you segmenting your customer data? What is customer segmentation? More importantly, why is customer segmentation important?  Answers: …

The Benefits of Survey Standardization

Survey design is obviously a foundational aspect of any successful feedback collection program. Good survey design can be the difference between high response rates and an inbox that looks like a ghost town, targeted fact-finding and vague guesses about reality, usable data and a random collection of numbers. It can…

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

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…

How to Conduct a CX Audit to Improve Service Quality

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…

Ask These 5 Questions to Avoid the COVID Holiday Blues

As the holidays approach, many of us find ourselves in a tight spot. It’s a spot we’ve been for a long time, it seems, but this time of year, it's an especially tight squeeze.   We want to get out of our own physical space, but we want to be cognizant…

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

Traditional business holiday parties are being cancelled in 2020. It’s hard to safely social distance and still clink glasses to your organizational successes. Yet you don’t want to miss this opportunity to show hard-working employees that your business cares. These ideas can help you spread seasonal cheer with staff —…

The Short on Reviews: How Strangers Drive Our Decisions

Why do online reviews matter? Anyone who has ever read online reviews when considering a purchase knows—not only can they be hilarious, but they are some of the BEST sources for consumers to find information on services and goods that they are interested in. Since the beginning of commerce, I…

This site uses cookies: Find out more.