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Three Important Questions to Answer (and Keep Answering) for a Successful CX Program

When we first started our work in customer experience the focus, appropriately, was getting a new process accepted by employees, managers, and customers. It took some convincing. One of the things we urged clients to do was to think about the actual benefits to critical stakeholders when service improves.

What are the individual benefits for improving CX for your three major stakeholders?
1. The company
2. The employees?
3. The customers?
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Spring Clean Your Customer Experience Program

Spring is in the air.  It’s a great time to do some cleaning and decluttering of your customer program.  Keep it fresh and functioning well.

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Would You Take Your Own B2B Customer Satisfaction Survey?

In my blog last week, I discussed the question of When Is a Survey Too Long?  In this week’s blog, I want to continue a discussion about the elements of creating a good customer survey and a good survey process.  If you are conducting surveys, either in your company or working with an outside vendor, I want to pose the question, “Would you take your own survey?”  If the answer is “No,” continue reading this blog.  Even if it is “Yes,” you will likely find some useful ideas for future surveys. 

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