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Experience Management

27 Customer Service Stats to Know in 2019

Today’s consumers expect a great customer experience and customer service is at the heart of it. Not only can effortlessly supporting your customer’s needs improve their experience throughout the entire buyer’s journey, but it can contribute to your bottom line and lead to higher retention rates. Research shows that consumers are willing to spend more […]

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What Agencies Are Expected to Do to Comply with OMB’s new Customer Experience Requirements (Part 2 of 3)

Today’s post is part 2 of our 3 part series on OMB’s new guidance to federal agencies on managing customer experience and service delivery. See part one here. OMB Circular A-11 Section 280 includes new guidelines and requirements for High-Impact Service Provider Agencies of the federal government to embed tactics, strategies, and the principles of […]

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How Cortana got her name (and why it matters)

The best product names are instantly memorable, self-explanatory, enjoyable to say and hear, and, most importantly make a good impression of what they represent. Remember Hydrox? The original creme-filled chocolate sandwich cookie? Probably not. Though it entered the market in 1908 (four years before Oreo made its debut), the folks behind Hydrox failed to understand […]

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What elections teach us about biased nonresponse

What election missteps teach us about polling science Just in time for the 2018 midterms, let’s revisit the polling industry’s rude awakening of 2016. Nate Silver, the most prominent interpreter of polls has a comprehensive post mortem that targets commentators more than pollsters. But pollsters, especially in some key states, got it wrong. The absolute […]

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17 Customer Service Quotes to Inspire Your Team

Customer service is an important part of the overall customer experience. Consumers expect excellent service and with an abundance of options, they’ll switch to a competitor if they have a negative experience. In fact, NewMediaVoice found that businesses in 2017 lost $75 billion to competitors by providing poor customer service experiences. Below are 17 customer […]

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How to avoid over-surveying employees

One of the most common questions we hear from HR teams is how to avoid survey fatigue and to make sure they’re striking the balance between gathering enough feedback to improve the employee experience and not asking for too much that employees simply stop responding. Check out our top tips on how to avoid survey […]

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