Four Steps to Driving Customer Experience in an Organisation
Often customer experience or advocacy initiatives are driven from the top down, and specific departments are made more accountable than
Often customer experience or advocacy initiatives are driven from the top down, and specific departments are made more accountable than
For those new to Net Promoter Score (NPS), it can be easy to fall into the trap of obsessing over
What is closed loop feedback and how can it empower your frontline? Let’s see how Janet, a store manager at a
Part 1 of 2, this post will list commonly used terms and words in the customer experience world to help
Clients often ask me about designing an NPS program for a retail environment. Based on my experience, considering the emotional
Australian retailers are facing challenging times. They operate in a highly competitive market place and they are serving consumers that
Customer Experience (CX) Programs have to have a “due north” and ultimately the test for their success is the creation
Many organisations survey their customers asking for feedback on products and services in hopes of closing the loop. Usually this
Launching a customer experience or CX program can be a big task. Knowing some important steps to get your program
Most companies now understand the value of being customer centric and are focusing efforts on improving and developing programs designed