Five Shifts for Building a Dynamic, Always-On Relationship Program
Despite being central to an organization’s customer experience (CX) efforts, most relationship programs remain stuck in the past. To address the needs of modern customers, organizations need to evol...
By Isabelle Zdatny
Is NPS a Good Global CX Metric?
Net Promoter® Score (NPS®) is one of the most popular customer experience (CX) metrics. When used appropriately and in the right environments, it can be extremely valuable in helping organizations p...
By Bruce Temkin
QR codes for exceptional in-store customer experience
2020 certainly delivered some surprises. One was the resurrection of the QR code, which went from being a quaint-but-clunky marketing device in the early 2000s to a slick, touchless solution, invaluab...
By Qualtrics
6 world-class B2B CX examples to learn from
Business, sales and marketing leaders are embracing B2B CX programs to optimize customer experience, but it’s not easy. We explore 6 successful B2B CX examples to share what you can do in your compa...
By Qualtrics
It’s Time to Update Your Relationship Measurement Program
Relationship measurement studies have long been at the heart of organizations’ customer experience (CX) efforts. They not only establish a baseline for customer relationship health, but the insights...
By Isabelle Zdatny
Five Guiding Principles of Customer Recovery and Closing the Loop
Contrary to most assumptions, it is not catastrophic service failures that erode customer satisfaction and market value… it’s the little “everyday” negative experiences which best predict the ...
By Luke Williams
How video surveys help you understand customers
The competition in many industries is fierce. One way to stand out is by understanding your customer better than your competitors. That can be done by hearing from them - like literally hearing their ...
By Dave Carruthers
Five Application Areas for Digital Experience Management
Customers and employees today increasingly prefer to engage with organizations through their digital channels, making Digital XM an essential part of any Experience Management (XM) effort. Through our...
By Isabelle Zdatny, Juliana Holterhaus
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