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If you want to acquire new customers as well as keep current ones, it's vital to provide customers with a great experience. The following articles will help you build out the process to ensure customer loyalty and retention.
The Likert scale is a measurement tool that can be used to figure out customer sentiment towards your product or service. The following is a step-by-step guide to creating Likert scale questions so that you can understand customer sentiment - complete with 4 real examples.
Utilizing surveys is a great way of collecting feedback from customers to improve on the customer experience. SurveyMonkey is one of the largest survey tools around but if you're looking to switch from SurveyMonkey, take a look at some of the best competitors and alternatives to consider, based on hundreds of real reviews from customers.
It's more expensive to sell to a new customer than it is to sell to an existing customer. Check out these 5 tips to increasing customer retention.
The latest Tweets from Shep Hyken (@Hyken). This is one of the top people to follow if you're looking to improve your how you provide customer experience. Shep Hyken, customer service and experience expert, keynote speaker and NYT bestselling author, helps companies deliver AMAZING customer service experiences!
The latest Tweets from Annette Franz, CCXP (@annettefranz). Another amazing influencer in the CX space who provides lots of worthwhile articles to read.
The latest Tweets from Colin Shaw (@ColinShaw_CX). Customer Experience Thought Leader | Recognized by LinkedIn as World's Top Business Influencer.
How to create customer journey maps that are actionable and deepen your understanding of customer behaviors, thoughts, and feelings across all touchpoints.
Following on the first article on defining customer experience, this second installment looks at the first essential step of improving the experience you deliver, which is mapping out your customer journey. A customer journey map is a very simple idea: a diagram that illustrates the steps your customer(s) go through in engaging with your company, […]
Every e-commerce owners, knows the importance of customer feedback. As much as customer feedback is important, equally well-known is the difficulty involved in generating customer responses.
Introducing game mechanics to buyer-vendor interactions increases retention by providing fun. It’s the new hype. Gartner predictions state that 50% of companies will gamify their processes by 2015. Common practices in gamifying customer service include empowering agents, rewarding self-service and promoting the fun factor wherever possible. Read on to see best-in-class examples, and other ways to gamify your business!
