Text feedback is the closest we ever get to a 1:1 conversation with every customer, every citizen, and every employee. In free text, our customers get to tell us what they really care about and why, unconstrained by the questions we decided to ask them. It’s where the customers get to decide what’s most important. […]
Enabling and empowering your employees to create great customer experiences is the key to building and sustaining a customer-focused business. And in the end, it leads to major strides in brand loyalty and retention.
Qualtrics is the experience management company, and nothing says that better than our own customers. Reviewers have spoken, and TrustRadius has awarded Qualtrics as a 2018 Top Rated Customer Experience Management Platform. The TrustRadius Top Rated awards are a unique, unbiased reflection of customer sentiment, based solely on user satisfaction scores. In order to earn […]
The winners of this year’s CX Impact Awards have been announced – and in the 2017 hall of fame is Allison Windon, Director of Customer Experience at Allianz Global Corporate and Specialty (AGCS). The award, presented by the Customer Experience Professionals Association (CXPA) recognises global CX leaders who have made a profound impact on their […]
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… […]
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, to no avail. Did you leave the store totally frustrated? Or have you ever called a […]
You already offer a great service at a great price, but that may not be enough to keep your customers coming back for more, or motivate them to tell friends and family about your business. If you want to reap the full value of a customer, give them a memorable customer experience—one that goes beyond […]
Think of a recent experience you had at a store. What were the attributes that contributed to how you felt about that experience, whether positive or negative? Maybe the sales representative went above and beyond to make you feel special. Or maybe you had the opposite experience – you were mistreated and left feeling like […]