Analysis and Insights
for CX Leaders
There is often confusion between having a research panel and buying a sample from a third party panel provider. To help clear this confusion, we need to understand the difference between the two.
In 2017, we changed the industry when we announced the revolutionary Experience Management Platform™. Used by over 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, the Qualtrics XM Platform has helped companies like Allianz, JetBlue, Microsoft, and Yamaha measure, prioritize, and optimize the experiences they deliver across the […]
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 experiences. Think about any major purchases you’ve made recently. Did you research your purchase? Did you collect information from advertising, salespersons, friends, associates, or even test the product? […]
Creating online surveys is as much an art as it is a science. It involves attention to detail in the design and flow of your survey questionnaire. Creating an effective survey that yields actionable insights can be difficult, but with the right how-to advice, it doesn’t have to be. Effective survey design and flow gives […]
Disney, Starbucks and Apple didn’t grow because they are customer focused, they grew because they are customer obsessed. If your employees aren’t obsessed with providing great customer experiences, your business won’t be either. Obsessive employee engagement is crucial to any business that wants fanatical customers. Compensation certainly affects the customer experience your employees provide, but […]
Investing should be the dispassionate exercise of strategically risking money for gain, but in practice it’s usually anything but dispassionate. Investing is often an emotional whipsaw with exhilarating wins and terrifying losses – financial advisors operate in the space between their clients’ fear and greed, making financial advisor loyalty a key challenge. Taming the emotions […]