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Experience Management

How to build a benefits program with employee feedback

In a recent survey by Glassdoor, 60% of people said that benefits and perks were a big factor for them when considering a new job offer. And 80% of employees said they’d choose additional benefits over a pay rise. The obvious follow-up question for any HR team is: what benefits do people want? For example, […]

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Why the donor experience needs refreshing: the case for change

Holly Palmer is one of the leading figures in the world of alumni, donor and volunteer research. Her mission is to bring these audiences closer to education institutions through two-way dialog and excellent supporter care. Since founding Holly Palmer Consulting in 2016, she has presented at industry conferences on topics including creating a relationship fundraising […]

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How to respond to negative online reviews

If you’ve been in business long enough, you’ve probably had at least a few negative reviews. As a business owner, this is painful, but even the most customer-centric companies make mistakes or don’t meet customer expectations every once in a while. This is normal — in fact, consumers are less trusting of brands with only […]

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How Dun & Bradstreet gets sales teams to buy-in on customer experience

Talk to any salesperson and they’ll tell you that personal experience and relationship-building are core aspects of their job. Not to mention gut feelings, especially when it comes to assessing new leads or choosing which accounts to focus their attention. That’s why many sales teams bristle at the idea of ‘data-driven decision-making’. It’s almost anathema […]

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Why HR ‘doing things differently’ is the norm at Patagonia

Patagonia is ‘a cause, disguised as a company’ according to CHRO Dean Carter. In our new HR Visionaries series, he explores what makes the employee experience at Patagonia unique and explains why doing things differently is business as usual for the Patagonia team. This piece was written with snippets from that series. Doing things differently […]

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What is an internal customer & how do you manage their experience?

Over the last few years, companies have understood the necessity of providing an excellent customer experience (CX). Organizations across the globe have taken steps to delight their customers and turn fans into loyal fanatics. In fact, the customer experience management market is projected to be worth $16.91 billion USD by 2022. That’s good news for […]

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