Posted by Maria Gray
We're all used to looking at scoring and assessing whether something is good or bad. But, arguably, scoring mechanisms are preventing you from really understanding the subtleties and sentiments of...
Read More
July 24, 2015
Topics:
Customer Experience,
Measuring Customer Experience
Posted by Maria Gray
Often, a missing piece for customer experience measurement is getting the support you need from your employees. But they’re the key to making it work – they’re the face and voice of your brand and...
Read More
July 22, 2015
Topics:
Customer Experience,
Measuring Customer Experience
Posted by Maria Gray
We all love industry benchmarks and league tables. They’re useful tools for us to see how we rank against our competitors and the best in the business. But benchmarks can only go so far. Approaches...
Read More
July 20, 2015
Topics:
Customer Experience,
Measuring Customer Experience
Posted by Maria Gray
Your customers’ time is valuable. They want to tell you, in their words, with the least amount of effort how they feel about their experience - actually in the moment. So help them to give their...
Read More
July 15, 2015
Topics:
Customer Experience,
Measuring Customer Experience
Posted by Maria Gray
There's an interesting conundrum happening in the CX space. We're moving away from surveys, because nobody's filling them in anymore. Customers don’t have the time or the inclination to answer 40...
Read More
July 14, 2015
Topics:
Customer Experience,
Measuring Customer Experience
Posted by Maria Gray
You know what your customers have to say is important. They're the people who are living and breathing your brand's products and services every day. So how can you effectively enhance their customer...
Read More
July 10, 2015
Topics:
Customer Experience,
Measuring Customer Experience
