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Experience Management

Serving up customer relationships, not just food, at Fiesta Restaurant Group

It’s the story of two cult restaurants – one a radical patio dining concept in San Antonio, TX, and the other a fresh, healthy take on fast food chicken in Miami, FL. 40 years on and the cult following that powered their success as start-ups is now the basis for their national expansion as Fiesta […]

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How to create better experiences in the hospitality industry

There’s no denying that the tourism industry is one of the largest industries in the world. According to Statista, 1.323 million international tourists traveled in 2016 and the total contribution of travel and tourism to the global economy was $8.27 trillion USD. If this many people are spending money on travel and tourism, hospitality professionals […]

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8 ways to improve Customer Experience (CX) by empowering employees

If you’re looking to raise the bar on customer experience, look no further than your employees — harnessed in the right way, they’re one of the most effective levers any organization has. Find out how you can empower your people to deliver better experiences for customers. The link between employee experience (EX) and customer experience […]

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The journey to product-market fit using Customer Experience data

The product-market fit (PMF) is one of the most important stages of a product’s lifecycle. Many startup businesses have tried to find it but failed. The reason? They didn’t understand their customers well enough, or as Bernadette Jiwa put it: “they didn’t manage to get close enough to their customers.” We live in an age […]

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Why Amazon is A Leader in Customer Experience

Amazon Prime day is upon us once more, and as the world’s biggest online retailer looks set to sell more products than ever before, it’s important to remember what got Amazon where they are – no, it’s not the products… it’s the service. For over twenty years, Amazon has set the standards in e-commerce with […]

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5 ways to improve your customer service experience

Customer Experience (CX) is the future of business and companies who don’t get on board will have trouble competing in an evolving marketplace. In a Deloitte research study, customers who enjoy positive customer services experiences are likely to spend 140% more than customers who report negative NPS scores and remain customers for five years longer. […]

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