Taking action in response to feedback is critical to protect the ongoing viability of your feedback program, as well as to foster ongoing engagement between your organisation and its employees or customers.
Listening to your customers has immense value: it reduces customer churn, increases revenue, and improves customer lifetime value.
Customer experience strategies are constantly evolving as COVID-19 changes the way we do business. Let’s examine what strategies can be implemented to prosper in a post-pandemic world.
With a shift to FMCG products being purchased online, what must brands do to stand out among the rest?
Delving into the use of “conversational AI avatars” to underpin company brand values and to create a “survey companion’” with whom employees can build an ongoing relationship of trust.
Access and understand Net Promoter Scores Benchmarks for Australian B2B suppliers. Learn more about the scores and benchmarks, by industry, including the drivers of NPS performance. Benchmarks available include IT Products, Services and Hardware, Education and Training, Insurance, Legal Services and more.
How many surveys are you asked to complete each week? I did the math and last week I was invited eight times to give my feedback. I declined all but one.
There is an elephant in the insights room. We need to talk about surveys. Has anybody else noticed just how many companies send out customer satisfaction and feedback surveys?
CX principles. Program Owners – getting good advice and push back where needed from us.
The biggest theme to emerge in my personal conversations with senior CX practitioners was vendors delivering on their promises of performance.