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Customer Experience

The latest CX stories and insights

Get the latest opinions from our customer experience experts and explore the stories behind some of the breakthrough brands turning customers into fans.


How Tesla Drives Top Customer Experiences

It’s no secret that many consumers dread the car-buying process. The drawn-out negotiations, quota-driven salesmen, and high-pressure buying tactics leave consumers weary and disenchanted. In fact, ...

By Diana Kaemingk


10 best ways to collect software feedback

Customer feedback is invaluable to any organization and as customer expectations grow, companies must excel in the customer experience arena. Salesforce recently reported that 89 percent of business b...

By Diana Kaemingk


7 Examples of customer experience management in retail

In today’s ever-changing world of technology innovation and customer buying habits, it has become more important than ever for retailers to understand the customer experience and find ways to exceed...

By Juliana Holterhaus


30 customer experience statistics to know for 2022

A product is a product is a product is a product - except when it’s more than that. In a market inundated with choices for every product imaginable, it’s no longer enough for companies to rely ...

By Campbell George


How Your Team Can Create An Exceptional Game Day Experience

Only one team wins the championship, but year after year fans buy season tickets to experience the energy of the stadium, the thrill of a close game, and the camaraderie of being part of a passionate ...

By Qualtrics


How to label response scale points in your survey to avoid misdirecting respondents

Have you ever been following navigation instructions while driving and wished that an instruction or street sign would’ve been more clear or specific? Maybe you couldn’t tell in time which lane le...

By Dave Vannette

Survey Straightlining: What is it? How can it hurt you? And how to protect against it.

Straightlining. It’s the bane of survey writers. It happens when your respondents rush through your survey clicking on the same response every time and it’s a serious threat to data quality. Mo...

By Dave Vannette


Why Using Grid Questions Is Probably Hurting Your Data

Even for experienced researchers, intuition about survey design often runs counter to best practices outlined in survey methodology literature. One of the question types that we see used in web survey...

By Dave Vannette


How to Build Your Own Interactive Quiz

Interactive quizzes or online surveys are a great way to engage and convert customers. How do I know this? Well, not only have I spent an embarrassing amount of time taking online quizzes (Last wee...

By Rachel Barker


How to Keep Your Surveys Out of the Spam Folder

You’ve put a lot of work into writing your survey questions, choosing your Target Audience and getting your survey ready for distribution. After you hit the send button, all your respondents need to...

By Braydon Anderson


Profiling survey questions: A template you can use right away

A profiling survey is used to collect key demographic information about newly recruited panel members (e.g. gender, age, occupation, etc.). These surveys are used to improve your panel members’ expe...

By Braydon Anderson


Journey Mapping Q&A: Anatomy Of A Customer Journey Map

If you haven’t mapped out your customers’ journey, then you’re setting yourself up for failure. Customer journey maps will help you provide your customers’ better experiences and generate grea...

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