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 […]
NPS
How to Translate a Journey Map into a CX Survey Strategy
Creating a customer journey map is the first step toward designing a superior Customer Experience (CX) that drives end-user growth. Rather than rushing in and narrowly focusing on a single touchpoint to measure success, a customer journey map helps you evaluate the journey as a whole—providing a bird’s-eye view of everything. Once you’ve mapped out […]
How to Improve CX Survey Response Rates
Are you happy with your survey response rate? A low response rate can be a problem because you’re not only missing out on valuable data, but you may be irritating your customers by sending complex surveys at the wrong time. Heck, even if you’re not irritating them, you might be confusing them at the very […]
