Barely a week goes by without a major brand hitting the headlines for failing to live up to customers’ expectations. When a single customer complaint can go viral and get millions of views on social media, those larger failures have now become mainstays on the national, and sometimes international, news agenda. Airlines, car manufacturers, retailers… […]
Customer experience management is only for the determined: 70% of all customer experience transformations fail, according to research by McKinsey and Co. And of those failures, 72% can be attributed to employee resistance and unsupportive leadership behaviors. Ron Ritter and Will Enger from McKinsey & Company outline three steps to align front-line behaviors with the […]
I’m going to give you a phrase and you say the first thing that comes to mind. Ready? “Government services.” Okay, let me guess—excellent, efficient or fast probably weren’t the words you landed on. You’ve had enough interactions with the DMV or other government entities to know that lengthy processes and lack of […]
By now, you’ve likely seen at least a few of this year’s nightmarish Black Friday videos featuring storefront doors pushed to their breaking point by crowd force, or clutter-strewn aisles packed with brawling holiday shoppers. Maybe you watched with empathy as dreary-eyed employees were surrounded and overwhelmed like T-cells battling a particularly virulent flu. […]
Have you ever been shopping in a store and gotten the impression that the people there didn’t really care about your business? Maybe you walked around the same aisle a few times, hoping that you’d get a salesperson’s attention, but they all seemed preoccupied with other customers or tasks. Did you leave the store totally frustrated?
If you’re a digital marketer, you’ve likely made attempts to address cart abandonment. Perhaps you’ve revised your checkout flow or employed retargeting emails or ads. But there’s another way to think about online cart abandonment, and we’d like to introduce it with a story about a clothing shop and its creepy mannequins.
When it comes to running an effective VoC program, you need to know what you’re measuring. We’ve broken out three of the most commonly used customer experience metrics to help you identify what you need to measure and how you should measure it.
For companies, providing a truly exceptional customer experience can mean the difference between engaged customers and lost business. Interestingly, few companies seem to realize their digital potential.
If you’re familiar with Qualtrics and plan on attending Web Summit this year, then you’re going to notice something very familiar. Why? Because Qualtrics will conduct all of the pre-event, during, and post-event surveys for this year’s Web Summit conference!