Customer Experience

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Call centers can be a delightful customer experience, not just a necessary evil

Customer experience (CX) is the last sustainable source of differentiation, according to Gartner. Having frontline employees who are engaged and motivated is essential to deliver on your CX goals - bu...

By Leonie Brown

How to get app feedback from your users

As mobile app usage continues to become more and more prevalent, companies must get into the minds of their mobile customers and create experiences that keep them engaged. According to Statista, in Ja...

By Diana Kaemingk

7 dynamic ways to improve customer experience in banking

Providing an excellent customer experience is important for any company, but it’s crucial in the financial services industry. Customers today have access to hundreds of options when deciding who wil...

By Diana Kaemingk

Reducing customer churn for banks and financial institutions

In the banking industry, there’s no shortage of options for customers when choosing where to put their money. Where once you simply chose your local bank - after all, you needed a convenient branch ...

By Diana Kaemingk

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

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

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 20...

By Diana Kaemingk

18 Customer Experience Stats to Know in 2019

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

By Campbell George

6 Website Feedback Survey Tips for UX Research & CRO

Website feedback surveys, or web intercepts as some people call them, are a qualitative way of collecting data on your website about why a user is performing (or not performing) an action. There are a...

By Jared Gardner

Three Tips for Effectively Designing Rating Scales

Survey data are only as good as the questions asked and the way we ask them. To that end, let’s talk survey rating scales such as Likert scales. Some of the common questions researchers when setting...

By Dave Vannette

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