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Experience Management

17 Customer Service Quotes to Inspire Your Team

Customer service is an important part of the overall customer experience. Consumers expect excellent service and with an abundance of options, they’ll switch to a competitor if they have a negative experience. In fact, NewMediaVoice found that businesses in 2017 lost $75 billion to competitors by providing poor customer service experiences. Below are 17 customer […]

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How to avoid over-surveying employees

One of the most common questions we hear from HR teams is how to avoid survey fatigue and to make sure they’re striking the balance between gathering enough feedback to improve the employee experience and not asking for too much that employees simply stop responding. Check out our top tips on how to avoid survey […]

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Using employee journey mapping to understand every moment that matters

Journey mapping is an activity typically associated with customer experience programs, but used properly, employee journey mapping can also be a great way to understand the moments that matter most to employees as part of an employee experience program. Find out how to build an employee journey map and use it to improve the experience […]

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OMB Circular A-11 Section 280: The Next Frontier in Government Customer Experience (Part 1 of 3)

Today’s post starts a three-part series on OMB’s new guidance to federal agencies on managing customer experience and service delivery. In June 2018, the Office of Management and Budget (OMB) issued new guidance to federal agencies on incorporating the principles of customer experience as a business discipline into their respective organizations. OMB Circular A-11 Section […]

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Qualtrics Announces the Acquisition of the Leading CX Thought Leader, Temkin Group

Today, Qualtrics announced the acquisition of the leading CX thought leader, Temkin Group. In addition, Qualtrics announced the Qualtrics XM Institute with the goal to create the world’s premier center of excellence for all things experience management (XM). Bruce Temkin will be leading the Institute. In a blog post today, Bruce Temkin stated: “While we […]

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3 Steps to Successful Product Concept Testing

In the 1950’s, Ford invested $350 million ($3.1 billion in today’s rates) in the Edsel. The company ran consumer polls, but managers ignored the research. Instead, they ran a hype-filled marketing campaign. When the product launched, even its revolutionary features like Teletouch transmission and electronic controls were not enough to save it. The Edsel was […]

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