Posts by Diana Kaemingk


Best practices for B2B customer experience programs

Companies that focus on business-to-business (B2B) sales and services models have unique Customer Experience (CX) challenges due to long sales cycles and multiple decision makers. Although you can steal some best practices from business-to-consumer (B2C) sales, B2B has its own set of tools that can improve your customer experience. This article summarizes the relevant best […]

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How to improve the E-commerce customer experience

E-commerce shopping has changed the retail landscape as more and more consumers are looking for convenience, variety, and competitive pricing. E-commerce sales are projected to hit $4.5 trillion in 2021, which proves that this massive shift from traditional retail is not going away anytime soon. This year, Toys R Us and Babies Are Us closed […]

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Customer Experience practices B2B should steal from B2C

Most best practices for customer experience research methodology comes from contexts where organizations are attempting to measure individuals (consumers, citizens, employees, etc). With huge numbers of potential respondents and a wealth of studies into the best measurement approaches, there are many benchmarks and best practices from which to derive high-quality data collection methodologies in B2C […]

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5 Ways to Improve your Customer Service Experience

Customer Experience (CX) is the future of business and companies who don’t get on board will have trouble competing in an evolving marketplace. In a Deloitte research study, customers who enjoy positive experiences are likely to spend 140% more than customers who report negative NPS scores and remain customers for five years longer. As companies […]

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Six Things to Consider Before Writing Your Survey

The end goal of any survey is getting data that’s accurate and useful. While you might be tempted to start writing your survey right away, if the research foundation is not laid out well, you might not get the data you want for the insights you need. Here are six things you can do to […]

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