It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start? One […]

Building a customer experience strategy? This glossary explains most popular terms and definitions used by top customer experience and customer success masters, and gives hands-on tips to use them.

It can be challenging to get an overview of your voice of customer sources when the data is stored in different tools and platforms. Are customers talking or complaining about the same things? or is it different? and if it is, what do they talk about? In this article, we’ll share our best tips on how to overcome this challenge.

Before the digital age, customer experience in retail was a completely different world. Success depended on creating an excellent physical environment for shoppers. Businesses focused on product arrangement, purchasing/return processes, and employee helpfulness. These elements, and others, are still significant today, of course. Where and how they take place has changed, of course. But the […]

Civil rights activist Maya Angelou once said that people will forget what you said or did but will always remember how you made them feel. This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business […]

Let’s face it – measuring customer satisfaction is no easy feat. It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. That’s why we’re here to help! This comprehensive guide will take you step-by-step through the essential […]

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer experience and data and disseminating its findings to improve the organization’s processes, products, and services. Furthermore, customers remember their good and bad experiences with brands. Having […]

Carlos Del Corral shares tips and best practices on how to create surveys that will not only increase your response-rates but also give you more insightful responses.

Consumers today are more vocal than ever, and they’re not afraid to voice their opinions. Moreover, to successfully navigate today’s highly competitive landscape, businesses must understand exactly what customers think of them – and that means diving deep into customer experience data.  One tool businesses can use to capture valuable insights is the transactional Net […]