Articles
The best customer experience advice that I have to give is to commit to surveying your customers as you would converse with a colleague.
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The prep work is done and you are ready for the moment of truth: fielding your customer survey! But before you hit "send," run through these final checkpoints.
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At the end of the day, you want to be able to justify the statistical assumptions you have made. The best time to do so is before the first response comes in.
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To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking?
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Whenever you design a sample for a CX project, you lay an indispensable foundation for creating reliable and functional insights for your organization.
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Customer experience professionals often see CX programs as an end in and of themselves, rather than the sum of many well-designed projects.
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A successful customer experience program involves seven intricately-linked steps. The first step is program design.
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