You’re ready to begin your Voice of the Customer program – you have the tools to start implementing, but where do you begin? Many companies suffer from failure to launch because they aren’t sure of the first steps they should take or because they feel the program will take too long to get off the […]
As much as we don’t want to admit it, 2016 is right around the corner. That means now is time to start planning how you will improve your customer experience.
With 82% of consumers ending business with a company due to a poor customer experience, it is no surprise that improving that experience is a top […]
When it comes to listening to customers – we practice what we preach. Collecting and analyzing our own customer feedback was a critical part of our planning process for our new version. Our customers consistently asked for a simpler, more flexible solution and with NebulaCX, our new Voice of Customer platform, we deliver a far […]
In a recent post, “Customer Experience KPIs – Which Ones Are Right For You?” we discussed the importance of choosing which customer experience KPIs could help you measure your unique company goals. It’s imperative to benchmark your improvement activities in order to boost results for your company’s growth strategy and increase customer experience. According to […]
While the experience your customers have with your brand is what drives them through your sales process, data is what drives the strategy behind that experience. To assist with that strategy, and to give you an idea of where the market is headed as a whole, here are the key stats that you should know […]
When asked if their business gathers customer feedback, most leaders would proudly say, “Yes!” However, too many of them would be referring solely to their exit survey, which doesn’t offer anywhere near a complete view of the customer experience.
This is part of the reason why a typical business only hears from 4% of its dissatisfied […]
A great customer experience provides a solid foundation on which any business can base its marketing and operational efforts. As companies invest more of their budgets in customer experience optimization programs, they need a way to measure the results of their efforts.
When it comes to impressing customers, every company has unique goals. Despite this, there […]
Identifying and resolving your largest customer pain points will naturally improve your performance across the board. However, when those pain points are spread out across a variety of platforms, devices, and interactions, it can be difficult to identify and prioritize the issues and their impact on customer experience. This is the challenge that all businesses […]
Today, everyone recognizes the link between customer experience and long-term loyalty. Companies have a real opportunity to solidify relationships with existing customers by providing a great experience every time. The benefits are tremendous – on average, loyal customers are worth up to 10 times as much as their first purchase.
To boost loyalty, more and more […]
Being responsive from a customer support perspective is critical to both solidifying customer loyalty and efficiently running a business. Any actions you can take to reduce wait time, speed resolution times and provide a better experience throughout the process will have a tremendous impact on customer satisfaction ratings, NPS scores and ultimately – sales.
Providing a […]