At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty. Customer experience […]
Marketing & CX
How to Have Successful Meetings with Stakeholders about NPS Results and Voice of Customer Insights
As the professional responsible for customer experience in your company, you know that great UX and CX can give your company a competitive edge. You may take a customer journey approach to tracking metrics like Net Promoter Score or CSAT, gathering feedback at moments that can make or break customer loyalty. It’s your job to […]
5 Steps to a Customer Experience Program that Delivers Tangible Benefits
Companies are dedicating significant resources to analyzing and improving customer experience. And it’s with good reason: customers that have great experiences stick around. Their loyalty and positive word-of-mouth can become a competitive advantage that drives growth and profitability. Yet research by Customer Think reveals that only a third of customer experience (CX) programs deliver tangible […]
How to Automate Closing the Loop on Customer Feedback
Gearing up to launch a customer experience management program can be a huge project. Companies often struggle with survey deployment, in particular, software marketers that want to gather feedback from users inside their application. Marketers often have to wait in the dev queue to add code to the product to enable a survey. And, when […]
Tech Trends in Customer Experience Management that Every CX Champion is Evaluating
Now more than ever companies must listen and respond to customer feedback. Positive customer experience not only wins you loyal customers but also brand advocates. On the other hand, a single bad experience can mean that customer loyalty takes a hit. As a customer experience champion, you are at the forefront of the battle to […]
The Guide to Evaluating Customer Experience Management Software
These days, customer experience is really what makes great companies stand out from good ones. It’s critical that organizations not only know how their customers feel about their product or service but perhaps more importantly, that they utilize that customer feedback to drive growth and innovation. So, it’s time for you to start measuring and […]
A CX Program Playbook for Customer Insights Professionals
So you’ve been hired to implement a CX program in your organization, or maybe you already have one in effect. In this age of the customer, more and more businesses are seeking a systematic approach to discover and improve areas where customers interact with a business, and this is often the catalyst for hiring a […]
Four Significant Ways that AI is Quickly Changing the Customer Experience Landscape
As a customer, how many times have you waited to get in touch with a customer support agent on the phone, listening to a monotonous tune or promotions on loop, only to get frustrated and hang up without receiving any response to your query? Of course, you never went back to that brand again. And, […]
Customer Experience Enablement: What it is and How it Can Help Your Business Bottom Line
Since you’re here on the Wootric blog, you probably already know that providing a high-quality experience to your customers is vital to your business. You’ve heard people talk about CX becoming the key differentiator for brands in the coming years. (Source) You’ve watched brands in a variety of industries revamp their customer-facing operations to improve […]
Lee Jacobs on the Connection Between Customer-Centricity and Startup Success
We recently sat down with early stage investor Lee Jacobs to get his take on the connection between customer centricity and startup success. Wootric: Hi Lee! Tell us about your career and how it led you to investing in early stage entrepreneurs. Lee Jacobs: I was always interested in early technology. When I was at […]
