Customer Experience
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Podcast: The shift to digital in B2B
Chad Warren, VP of Marketing at MRM shares how B2B brands can shift from a traditional to a digital business model, including how to rethink the B2B buyer's journey. Chad was joined by Clay Warren,...
By Clay Warren
Podcast: Delivering impactful virtual events in the ‘new normal’
Steve Gustavson, Chief Creative Director from Adobe shares insights from how Adobe transformed their 20,000 in-person marketing summit in Las Vegas to a 100% virtual event and how brands can prepare f...
By Clay Warren
How the City of Houston Health Department is using technology to speed essential contact tracing
In Texas, the state’s largest city is carefully getting back to business. And the responsibility for educating the public and helping slow the spread of the coronavirus falls to the Houston Health D...
By Ben Rogers
The future of telehealth: How to deliver the right experience
Telehealth has become a primary source of healthcare for many since the outbreak of COVID-19. And it’s here to stay. So how can we deliver the best possible experiences for patients and providers? ...
By Catherine Thurtle
Post Office: Going beyond metrics to improve customer and employee experience during the COVID-19 crisis
In late March, as the UK went into lockdown as a result of the coronavirus pandemic, Post Office branches around the country remained open, designated an essential service. “In normal times, we...
By Daniel Saunders
Lessons from crisis managers: How to lead a customer service team in times of crisis
As the world faces new challenges created by an unprecedented global crisis, many businesses are waking up to the reality that business change can happen anywhere, at any time. And while organizations...
By Derek Jones
When supporting customers means better business
How much do you feel supported during the crisis? That’s the customer data every company needs during the crisis, but very few have. With its own customers feeling pressure, and with traditional int...
By Ben Rogers
New study shows consumers’ online and in-person plans as the U.S. heads back to business
Originally published on Forbes. As many parts of the U.S. loosen their COVID-19 restrictions, many businesses are heading into the Explore phase, the first of three phases of recovery that I’ve p...
By Bruce Temkin
How Canada’s largest credit union is helping both members and employees respond to the pandemic
When COVID-19 hit, many Vancity employees saw their workload skyrocket, said Tony Xu, Research Consultant for the Canadian credit union. The global pandemic affected not only Vancity employees — ...
By Liesl Nielsen
Customer expectations: 7 Types all exceptional researchers must understand
Customer satisfaction reflects the expectations and experiences that the customer has with a product or service. Consumer expectations reflect both past and current product evaluation and user experie...
By Scott Smith
How to measure service quality
In 2019, it’s imperative that you provide excellent service to your customers. With a wealth of competition, companies that don’t compete on customer experience will lose customers to those that a...
By Qualtrics
Sample Size Calculator
How many people do you need to interview to get results representative of the target population with the level of confidence that you are willing to accept? Download our step-by-step guide to make ...
By Qualtrics
7 Examples of good customer service practices
Great customer service is essential for business. In fact, consumers are willing to spend 17 percent more with companies that deliver excellent service, according to American Express. Unfortunately...
By Diana Kaemingk
Sense, listen and get back to business
The sudden emergence and threat of COVID-19 has fundamentally changed the way we live and the way we do business. In some cases, organizations have been able to shift online, but many others have had ...
By Juliana Holterhaus, Moira Dorsey
When should customer satisfaction be measured?
Proper timing of customer satisfaction surveys depends on the type of product or service provided, the type and number of customers served, the longevity and frequency of customer/supplier interaction...
By Scott Smith
Is America ready to return to work and get back to business?
Most U.S. states are making plans to reopen as the country struggles to recover from the COVID-19 pandemic. But as governments and businesses move forward, the question remains: Are Americans ready? ...
By Liesl Nielsen
How to improve the patient experience in a new era of healthcare
As healthcare providers rapidly shift to a new way of working during the COVID-19 outbreak, the patient experience has transformed overnight. In-person consults have been replaced by video conferen...
By Ross Lambert
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