As your company grows to enterprise levels, you need to expand your CX program. You’re already focused on the entire customer journey, closing the loop with customers, and using advanced tools like text analytics to automatically identify issues as they arise. But there’s more to be done. Now it’s time to build an expert-level CX […]
Marketing & CX
How to Level-Up the CX Program at Your Growth Stage Business
You’ve been using Net Promoter Score in all the right ways, and now you’re looking to advance your CX program. Fear not, you’ve come to the right place! The next level of CX for Growth Stage companies focuses on a few key things: Taking a more holistic view of the entire customer journey Leveraging technology […]
Quickly Build Your First Customer Feedback Program for Powerful Results
While so many companies are pondering how to grow their customer experience (CX) programs, there are plenty of CX champions looking to start a CX program. We talk with plenty of companies that are just starting up, or as we prefer to call it: Early Stage. Contrary to popular belief, it’s not at all hard […]
B2B Now Feels B2C. Here’s How to Consumerize Your Enterprise Product
Customer expectations drive the value of CX. Continuously meet or exceed expectations, and delighted customers will return and even become vocal advocates for your product and brand. Don’t let the terms B2C (Business to Consumer) and B2B (Business to Business) confuse you. Your end-user is a human who spends a lot of time on Amazon. […]
3 Ways Your SaaS Finance Team Can Contribute to CX
You need to integrate information across your company to create an exceptional CX for your customers. Your staff may be on separate teams with different functions, but that doesn’t mean they should work in silos. Disjointed teams can cause significant problems for your business. In a survey of 700 CIOs, 40% of respondents reported that […]
Low Touch to High Touch: Customer Follow-up Strategies for Any Size Company
A good customer experience improvement program depends on two-way conversations between companies and their customers. It has been reported that nearly half (43%) of customers don’t bother complaining because they don’t believe companies care. Get ahead of that stat by demonstrating your company not only wants the feedback, you act on it. The three-tiered approach […]
How to Train AI to Analyze Your Customer Feedback
Customer comments are the lifeblood of any CX program, giving you the “why” behind customers’ NPS, CES, and CSAT scores. But until recently, it’s been nearly impossible to make sense of feedback from hundreds of customers at a time. Using artificial intelligence (AI) to automate text analysis gives you the consistent and fast insights you […]
Every Team’s a CX Team: How to Align Them with VOC
The value of becoming a customer-centric company is no longer in question. In 2019, companies leading in CX were 3X as likely as their peers to have significantly exceeded their business goals. Perfect, let’s do it tomorrow, right?! The truth is that creating a customer-first model at your company is not as simple as introducing […]
How Remote Businesses Effectively Improve Customer Engagement
Operating a business during a global pandemic is no easy feat. Many traditional businesses have made the temporary or permanent transition to a remote business model, which makes it all the more important for your cloud-based business to stand out. A common issue that marketers face when adapting to a changing market is maintaining and […]
A Primer on the 3 Most Important CX Metrics – NPS, CSAT and CES
Welcome to the “Age of the Customer.” Are you ready? Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Through technology, customers have unprecedented access to information about products and services. With a few clicks, they can compare your company with […]
